Email notifications not working for all in our domain

Question

No one on my team is any longer getting email notifications when tickets are changed.  Here are my settings (as example):

Email notifications for issue activity = "Send me email notifications"

Get email updates for issue activity when:

You're watching the issue = enabled

You're the reporter = enabled

You're the assignee for the issue = enabled

Someone mentions you = enabled

You make changes to the issue = disabled.

This seems to have started on or about January 22, 2024

Any ideas on what may have changed?

Michael Schmitz_z9dtlj · Answer

Thank you @Andy Heinzer - I have forwarded this information to our mail server admin.  I really appreciate you digging this up for me.

Andy Heinzer · Answer

Hi @Michael Schmitz

I took a look at your domain.  I found that your account we are seeing an SMTP response of

550 Administrative prohibition - envelope blocked - https://community.mimecast.com/docs/DOC-1369#550 [gPJmIV1BPvG0HUNfRrnE0Q.us358]

Which indicates that your mail server is blocking email from our IP range of

192.174.81.113 - 192.174.81.126

That IP range are the addresses that have been getting blocked in the past 2-3 days.  Technically our IP range for sending is much larger as documented in IP addresses and domains for Atlassian cloud products: Outbound email it could be the entire 192.174.80.0/20 subnet, among other IP ranges.

I would recommend reaching out to your mail administrator and/or mimecast for additional help here.  Their documentation suggested to delete the blocked sender policy in question per https://community.mimecast.com/s/article/email-security-cloud-gateway-configuring-blocked-sender-policies

Michael Schmitz_z9dtlj · Answer

Our Outgoing Mail is set to Enabled, so this isn't it.