system replying to inbound messages

Question

Hello,

Currently using the Free version of jira helpdesk

odd thing.. i had disabled all repsonses to customer inbound messages while we were setting up the system., i re-enabled 3 responses, but not messsages are being recieved

i checked my email settings everything is good, when i do a manual test of a template i receive the message. I ama receiving messages into the system, so i know the email account is working..

but did notice this:

Bulk Emails are disabled

You can enable it by navigating to Outgoing mail setting from the side navigation or by clicking on the button below.

when i check the outgoing mail servers:

the option Outgoing Mail is enabled. not sure why it continoulsy displays the disabled mesage.

checked my spam/quarantine, nothing there.. just crickets

I have enabled:

Public comment added

Request created

Public comment edited

i have a bunch of blacklisted domains and emails, i checked if my domain was listed and its not there.

but receive nothing..

any insight appreciated!

thanks,

Peter

Benjamin_tmh9yg · Answer

Hi @CCC IT Helpdesk ,

Likely if there is not messages or notifications being sent out...It's likely due to the global outgoing e-mail is disable. Check the toggle on the admin page. This setting shutoffs are outgoing e-mail.

If it's suspected, it's project related. Do double check your project notification along with your customer notification. Make sure nothing is disable there. In your project notification, make sure that the all the events have assign roles to receive notifications.

CCC IT Helpdesk · Answer

hi Benjamin,

yes the default customer notifications, it was all working at one point, so not sure what has changed. I disabled everything while I was setting up the system, just incase I started sending messages inadvertanty at that time.

now we're almost ready to use the system( one man operations...) and this is when I noticed the messages not being sent out.

I can't see atlassian restrict outbound messages in the free version. we're a charity so I'm trying to utilize the base system if possible, our needs are pretty simple.

Thanks!

Benjamin_tmh9yg · Answer

HI @CCC IT Helpdesk ,

I'm not sure what are all the limits of the free plan but I assume that it can do most of the features as other subscriptions but with limits.

The e-mail should be straight forward if you use the one built into JSM. Would start there first to make sure all works before integrating with your own e-mail service. This way you know the mechanism works on the Atlassian side. Once that works, proceed with e-mail integration. If you are having with the integration, the JSM e-mail log will give you clues and errors of what is possible cause of the issue.

When you say system, what is enable to respond to those messages? Are you using the customer notifications or something else.

Thanks!