My Sales Manager is not getting the response from jira csm

[balaji]

One of my sales manager is not receiving any of the responses from jira. While others are receiving all the responses via jira csm. Only this person is complaining that he is not getting our responses which are sent via jira csm. Is there any fix for this issue?

[Andy Heinzer]

Hi @balaji 

I have cleared all the existing suppressions for accounts on your domain.  If that doesn't resolve this, please let me know the specific user and/or email address that is not receiving notifications so that we can investigate further.

Thanks

Andy

[balaji]

Hey Andy. [redacted] this is the mail id.

[Andy Heinzer]

@balaji I can see that this account was able to receive 2 messaged dated today:

2023-04-10T14:15:53.000Z

2023-04-10T12:41:00.000Z

These are the two timestamps we have for these delivery events.  If that user is still not receiving these messages, then I'd recommend reaching out to your mail admin for additional help.

It's possible that their mailbox could be marking this as spam, or that some other mail system on your side could be quarantining such messages

[Paul Wiggers]

Hello @balaji 

Have you checked his personal settings for the notification settings?

Profile picture top right > Personal Settings

[balaji]

He doesn't use Jira. He sends an email to a Mail ID which is connected to CSM in jira. When we respond it goes from Atlassian server. He has checked his Spam as well. He was not getting any responses from jira CSM.

[Paul Wiggers]

AH, in that case, check the Notification scheme and Customer notifications to see if anything there is preventing him from receiving notifications.

Is he the only one that isn't receiving notifications or are other users experiencing the same?

[balaji]

He is the only person. Others are getting the responses. 

[Paul Wiggers]

In that case, it might be that he is on an Atlassian block list. Can you post the email address or name that is not getting email and hopefully @Andy Heinzer can check (again) if this person is on a block list.

[balaji]

christian@vdo.ai this is the mail id.