JSM does not mail anymore

Question

Hi,

Sinds 15 august JSM does not mail anymore. And with mail I mean the confirmation that a ticket is created and the confirmation that a ticket is resolved. I checked and the mail settings and customer notification have not been changed and look good. Does anybody have an idea what caused this or how we can verify if a mail is send?

Looking forward to solve this.

Kind regards,

Reinier

ps: On 15 august we did receive a mail notification that a ticket was created and also that is was resolved. And the spam/junk folder does not show any. I already checked this. The test HTML mail function is working.

Andy Heinzer · Answer

Hi @Reinier

I don't see any clear cut explanation here.   Free sites do have several notification limits, but I can't tell yet if your site is being restricted by one of these.

I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1033489

Reinier_bepjba · Answer

I have the suspicion that a part of the E-mail notification has been translated and because that translation has been confirmed that it changed the E-mail template. But the email template is not allowed to be changed in a free tier and therefore it blocks the E-mails. Or that for some reason the e-mail address ended up in the suppression list. Atlassian please check. @Andy Heinzer