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Customer emails not being sent/recieved

Brenda So

When I manually enter in an external comment on a work item in CSM, the comment shows on the portal, but an email is not being sent to the reporter's email, letting them know that someone entered a comment.

I'm using 2 different email address for the customer vs the agent.

In the customer experience, email notifications. The option to sent an email when a public comment is posted is enabled.

The To field is set to Reporter.

Why isn't the email sending.

Accepted answers

Tomislav Tobijas

Hi @Brenda So ,

As you're using two different accounts, the most relevant case would be that the email for the recipient ended in suppression list. What you could do is open Atlassian Support (if you're app admin) and get to that AI chatbot. Once you explain the issue to it, it will probably ask you to provide your email account so the system can check its backend side. 👀

Other things you could check (and these are partially related to JSM):

The reporter is a watcher or assignee: If the reporter is also added as a watcher or assignee on the request, internal notifications take priority over customer notifications, which can prevent the public comment email from sending.
Personal settings: The reporter might have disabled email notifications in their personal Jira settings or unsubscribed from the ticket.
Missing Request Type: Customer notifications won't trigger if the ticket doesn't have a valid Request Type (in CSM, it's Forms) assigned.

But it might just be what I first mentioned.

Cheers,
Tobi

All comments

Tomislav Tobijas

Hi @Brenda So ,

Other things you could check (and these are partially related to JSM):

The reporter is a watcher or assignee: If the reporter is also added as a watcher or assignee on the request, internal notifications take priority over customer notifications, which can prevent the public comment email from sending.
Personal settings: The reporter might have disabled email notifications in their personal Jira settings or unsubscribed from the ticket.
Missing Request Type: Customer notifications won't trigger if the ticket doesn't have a valid Request Type (in CSM, it's Forms) assigned.

But it might just be what I first mentioned.

Cheers,
Tobi

Brenda So

Thank you Tobi, I've checked your suggestions, but still having the issue. I've reached out to support to see if they can figure it out.

Brenda

Tomislav Tobijas

@Brenda So thanks for the update! If you troubleshoot this and find the issue/solution, I'd appreciate if you could share it here. 🙏

Brenda So

@Tomislav Tobijas support came back to me with this answer.

"We strongly suspect that Microsoft is throttling or blocking one or more of our sending IPs but the responses don't explicitly confirm an IP block, so we can't confirm the exact cause. Microsoft controls these filtering decisions, and we are investigating options to remove any blocks but can't provide an ETA for this.

The expired notifications cannot be retried automatically so the customer will need to generate a new email. As an immediate workaround, we recommend using a non-Hotmail email address.

I understand this may not be the answer you were hoping for, but I hope it points you in the right direction. I'd recommend asking your customers to use a non-Hotmail email address instead."

Hopefully this will get resolved soon. It's not ideal to as our customers to not use Hotmail emails.