Jira Service Management CUSTOMER not receiving emails

[Eric Selber]

There are two CUSTOMERS within my organization that do not receive emails from: <helpdesk@myCompanySite.atlassian.net>

Everyone else is getting service desk emails.

These two accounts do receive email from: <noreply@automationforjira.com>

Steps and checks we've done:

• We deleted and recreated new active directory and office 365 accounts
• There are no email (Outlook) rules on these accounts
• There is nothing in junk or clutter, nor junk rules
• We use mimecast and it is not blocking any other .atlassian.net emails to other users
• There are no mimecast blocks or filters on these accounts

Any suggestions are appreciated...........................

[Mikael Sandberg · Accepted solution]

You may want to contact Atlassian support, sometimes emails that bounces once ends up on their suppression list. 

[Eric Selber]

Thanks, this IS the answer!

I sent the customer invites prior to the email address being active (so much for being proactive), the emails bounced, and Atlassian added the addresses to the suppressed list.

Here is a snippet from the support response:

"When a bounce occurs, this will prevent our systems from emailing this address again, in an effort to prevent our emails from being blacklisted."