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Remove email address from suppression list in JSM Cloud

Hello Community :wave:

My name is Manpreet, and I’m a Product Manager for JSM Cloud.

Recently we rolled out Customer notification logs in Jira Service management Cloud that allows project admins to view and identify the cause for failed customer notifications in a project without reaching out to the support team. More details on the feature here: .

We’ve observed that many a time email notifications aren’t delivered to the intended recipient because their email address is on a suppression list. There is no clear answer on why an email address is on a suppression list but some of the common reasons are inactive mailboxes (new or returning users or IT-related mailbox problems), mailboxes reaching their storage capacity, out-of-office responses, and temporary disruptions in mail servers.

Today, I am thrilled to introduce an enhanced experience in Jira Service Management for addressing invitation emails that failed due to suppression list.

How it used to be?

When a project admin or agents added any customer to a service project, the customer receives an invitation email in their mailbox. But, if the customer’s email address is on a suppression list, they would not receive the email irrespective of how many times the admin resends the invite. Project admins had no way to resolve such errors on their own. They had to contact Atlassian support to remove the email address from the suppression list.

What's been improved?

With the backend work that's been done, admins can now unsuppress email addresses themselves, without contacting Atlassian support.

From your service project, go to the Customers page, and select Resend invite next to the customer’s email address. This removes their email from the suppression list and resends the invite.

Screenshot 2023-07-30 at 3.49.53 PM.png

How to find out which email addresses are on Suppression list?

Project admins can use Customer notification logs page to find out more about undelivered customer notifications in the last 21 days. If a notification was undelivered due to email suppression list, you can easily identify it with the given below message:

‘Customer’s email address is on a suppression list. Resend invite from the Customers page.’

You just have to select Resend Invite next to the customer’s email address on the Customers page. And the email address is removed from the suppression list and invitation email is sent out.

Release Update:

We have initiated the deployment of this functionality, and it is expected to be accessible for all JSM Cloud users by August 10th, 2023.

4 comments

Hana Kučerová
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 7, 2023

Thank you, this will be helpful.

Like Manpreet Singh likes this
Viorel Eftimie
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I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
December 11, 2023

But what about users that are active?

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Diego Wilson April 25, 2024

Thanks but same question that Viorel, what happens about users that already are active as customer in JSM?

Fabian Dengel April 26, 2024

I can answer this from experiencing this half-baked "solution" myself:

You are unable to re-send an invite to affected users and sending it manually will not be delivered - and because this is not even close to a searchable audit log ("Recipient is on suppression list" - but affected recipient column is EMPTY, no filter options whatsoever) you are stuck with hitting up Atlassian Support either way.

Luckily ATL considers this Log Feature since 2017 with a support reference count of 5600 cases as of today.

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