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ALL Jira Emails are not sending to certain users

I am having a reoccurrence of an issue that a member of the Atlassian team had to resolve due to the issue being on the side of Atlassian.

 

This is the reply I received last time this happened: 

Thank you for reaching out to the Atlassian Community!

Checking your email address on our tools, returned the following error:

550: 550 Unknown user 

Checking the domain, it returned four affected email addresses due to the same error.

I removed the bounces and the notifications should work now.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

The issue is that certain people don't receive any email, there's no issues in the email tool, the user is unable to receive password notifications, sign up notifications, anything. There are no rules that would impact this as I am the system administrator. I have followed the IP and domain whitelisting at the beginning of using Jira.

My previous ticket was not answered regarding this and it's not something I can resolve myself. 

Regards,

Matthew

1 answer

1 accepted

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Answer accepted

Hi Matthew, I hope you're doing good!

 

Since this case involves delicate information and you have raised a request before, feel free to raise it again here so our team can better investigate what's happening.

Or if you want to, you can share with me the ticket you mentioned that was not answered so I can check it for you! :)

Also, we have a Feature Request related to this topic: JRACLOUD-67264 

If that feature is of your interest, please click on Vote for this issue so its visibility and popularity are increased. I also recommend you watch this ticket by clicking the Start watching this issue option to receive further notifications from our product managers upon updates. We’ll make sure our product managers get your feedback and take it into account.

 

 

Regards

Josiane Oliveira

Atlassian Support 

Hi, thank you for your reply. I can't raise a ticket as I'm on the free plan. I had to raise the issues via the community which resolved the issue the first time but not since then. 

I would really appreciate if the suppressions can be resolved on my domain as it is effecting quite a few users now. As the link you have kindly shared states:

- The only way to resolve the issue of suppressed email is to contact support

I would appreciate if people on the free plan like myself can have this resolved as it is really impacting BAU operations.

Regards,

Matthew

Hi Matthew, g'day!

 

I see, what's your domain so I can check on it? (you can remove the reply later if you want to)

 

 

Regards

Josiane Oliveira

Atlassian Support 

-domain provided and removed-

Regards,

Matthew

Hi Matthew, thanks for the information!

 

I've removed 21 email addresses regarding this domain (for security reasons I'll not expose the list). 

Now the users should get notifications :)

 

Regards

Josiane Oliveira

Atlassian Support  

Brilliant thank you, Josiane.

Regards,

Matthew

You're welcome! :)

 

Regards

Josiane Oliveira

Atlassian Support 

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