nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Customer email notifications

jordi_5xey7k

Hello! Since some ago ago we have a lot of problems with notifications. Some of our customers are not receiving our answers from jira service management.

Often, in customer notification logs i can see some errors for example due the problems with spamcop. The problem with spamcop is not solved amb some customers are not receiving our notifications due their server is blocking the notifications due jira ip is listed in spamcop.

The major problem for us is that some of our customers who use Google or Gmail are not receiving our notifications and the error does not appear in customer notification logs. Then, we do not realize that they do not receive our answer.

For us, that is are big problem. We are using free plan. Anybody knows if with a paid plan is it possible to have an static ip or use our own smtp?

We have problems due spamcop listing since some months ago. Please, anybody can tell us how to solve this problem?

thank you in advance

Accepted answers

All comments

Brant Schroeder

@jordi Have you tried using a custom email account. https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/ and https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/

jordi_5xey7k

Hello @Brant Schroeder ! thank you for your answer! We use a custom email account. Check this screenshoot: https://cln.sh/s2gGrk8k and all dns records for my custom domain are correctly configured in Admin > Settings > Emails > Email domains tab > See DNS records. All is in green: https://cln.sh/MdJmNsg6

Following your links, i've just configured a dmarc record for my domain but i think that will not solve nothing if jira ip is listed in spamcop. Do you know if with a paid plan is it possible to have an static ip or use our own smtp?

How we can solve spamcop problem?

Thank you again

Brant Schroeder

@jordi let me escalate this to Atlassian so they can address the spamcop question.

Andy Heinzer

Hi @jordi
I understand that some of your customers are not receiving email notifications from Jira Service Management due to other services such as spamcop having one of our sending IPs on a blocklist. We are aware of this having been a problem recently for some customers.

Unfortunately, our free level services have been a target for malicious users that send spam via our services. We have started to segment the sent email from free plan and evaluation sites from the mail that is being sent from paid products. This is one way that we have been able to limit the number of affected paid users. My understanding is that we do not directly offer a static IP for sending of such mail, but the addresses that paid sites/products can use are now being segmented on different ranges than those of free sites/products.

I would recommend upgrading to a standard plan or higher for Jira Service Management. This should then allow your notifications to be sent from a different pool of addresses.

Andy

jordi_5xey7k

Thank you for your answer @Andy Heinzer but can you assure me that with a payment plan we will have no more problems with spamcop? Thank you for your support

Andy Heinzer

@jordi I can't guarantee that you'll never have problems with spamcop on a paid plan. But I would expect it to be far less likely today. Also you could then at least open a support ticket with Atlassian support over in https://support.atlassian.com/contact even if you find that your messages are not being delivered as expected.

jordi_5xey7k

Thank you @Andy Heinzer ! We've just upgraded to standard plan. Hope this paid plan help us to solve the problems with notifications to our customers. Thank you again for your help.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

jira-service-management-cloud

atl-rvw

jira-service-management