Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Only one customer is not receiving email notificaion

We have added few hundreds of customers and all have received Jira welcome email. Then we have discovered that only one user is not receiving email notification when opening the ticket / add comments. Again, all other users are receiving notifications and I have not done any particular configuration for this user. Any interesting place to check?

2 answers

0 votes
Esther Strom Community Leader May 24, 2021

Hi, @Riki YAMASHITA  - there are two common possibilities here. The first is that the emails are being blocked by your customer's email provider. If there are other customers at the same domain who are receiving the notifications, the user having issues should contact their messaging support team to determine if messages from your JSM's email address are being blocked.

The other possibility is that the customer's email address was causing a lot of bounces (i.e. if it didn't exist at the time the invite was sent to them.) When this happens, an address can end up on a blocked list. You'll need to contact Atlassian support and request that they check to see if this particular customer's email is being blocked on the server side.

Hi Esther,

I've checked the mail flow (M365) but the server is not receiving nor blocking email from Jira. One thing I should address is that this user has received welcome email when registering the account in first place.

Let me contact Atlassian support for email block.

0 votes
Daniel Ebers Community Leader May 29, 2021

Hi @Riki YAMASHITA ,

when you say

the server is not receiving nor blocking email from Jira.

it is very likely that the case is like Esther explained - mails will be likely blocked by Cloud infrastructure because of bounces in the past.

Were you able to sort this issue out? Did the support request reveal any blocks in Cloud infrastructure?

Regards,
Daniel

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

322 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you