New agent not receiving mails (invitation, verification)

[Stefanie Blaue]

I have a new agent who is not receiving any mails from Jira.

He is a new service desk agent, but Jira tells him he gets a mail for verification, which does not arrive. The invitation link doesn't work either because of this. We've tried removing and re-adding him as a team member several times, resending invitations...nothing arrives.

It also doesn't work even though we made him a site admin. He just doesn't get any mails from Jira, not even to an alias.

If I invite him as a customer, the mail arrives normally and he can also log in and create tickets.

Does anyone have any idea if we have a setting wrong?

Thanks a lot!

[Daniel Eads · Accepted solution]

Hi @Stefanie Blaue , welcome to the Community!

Three email addresses from your organization's domain name returned errors to our mail service over the past few days. One starts with a 'c', and the other two appear to be the same person whose email starts with a 'j'. The errors returned by your organization's mail server indicated that these addresses were not able to receive email, so our mail service stoped attempting to deliver email to those addresses. I've cleared the block out of our system for those three addresses. Additional attempts to send invitations should deliver now.

I might suggest having an Office 365 administrator at your organization create a Mail Flow rule in the Exchange Admin Center to mark Atlassian-originated emails as safe/allow them to bypass spam filtering. Our outbound email IP addresses are publicly documented for this purpose:

167.89.0.0/17, 192.174.80.0/20, 147.253.208.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Cheers,
Daniel

[Stefanie Blaue]

Hi @Daniel Eads ,

this solved our problem - thanks a lot!

Cheers,

Stefanie

[Jack Brickey]

Could you check to see if by chance this user is also listed as a customer in that project. If so remove him from the customer list.

[Stefanie Blaue]

At first he was not in the system as a customer, the team invitation did not work.
As a test, I then invited him as a customer - that worked, but again: not the team invitation.