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Only one customer never receive notification

I m trying JSM

Configuration works pretty well and almost perfect BUT

i am experimenting a issue with email notification to only ONE email customer.

 

i have 4 fake adresse email that I use as "fake customer"


All can send email to support and all are received in jira service mangement projet. that is fine ! Everything works 


But only ONE of them never receive jira notificaiton "thank you for creating ticket" even if agent answer to client by commenting customer never receive email.

3 emails are OK but 1 never receive any notification. Why? 

If I send direct email to this email4 , email is recevied correctly.

even if reset password of the  customer portal access,  email is never received?!!

what is awesome is that "if I add automation, and send email trough to automation " email is received correctly ...



2 answers

1 accepted

1 vote
Answer accepted
Daniel Eads Atlassian Team Dec 01, 2021

@eb ,

Daniel from Atlassian Support here. It's quite possible that the email address not receiving invitations or notifications is on the bounce list, as you discovered on another thread.

I've checked for email addresses from your regular domain on the bounce list, and found none. My assumption would be that you're using a test email domain or address as the test customer you mentioned.

In order to check that account, I'll need to know the domain (I don't need the full email address unless it is a @gmail.com or other public mail provider such as hotmail / outlook / qq / yahoo etc) of the email account. If the email address is on a public provider, you can also email me directly at deads at atlassian.com, or alternatively open a support case so we can access your site and view the customer list in JSM.

Thanks,
Daniel | Atlassian Support

Hi @Daniel Eads thank you for reactivity, really appreciate.

Please apologize to rewrite here, I just mailed you private info, in case you don't receive my email here you are:

All 4 customers email are from same domain: 

pm.1@im......ch
pm.2@im......ch
ges.....1@im......ch
san.....1@im......ch

 And only last one san.....1@im......ch  not works

This email can send email to JSM project, issue is created but notification to customer never received. 

Our JSM project key "SU"

 

Hope that helped ?

Daniel Eads Atlassian Team Dec 01, 2021

@eb thanks for the additional details. I was able to verify that address was on the bounce list, as you had suspected. I've removed it from the list and our mail delivery service should start attempting to deliver any new invitations or notifications.

Like eb likes this

@Daniel Eads It works ! You made my day! 

How can we explain this ? out of scope to me.

What happend that this specific email is in bounce list, and we cannot fix it ourself, I found this dangerous, don't you ? Is there somewhere "bounce list" that we cann manage ? 

Can you tell, does it happen often ? Because as agent I can verify if email is successfully sent ?

by the way thank you very much

Daniel Eads Atlassian Team Dec 03, 2021

Hi @eb - you may have seen some of the details on the other thread you commented on. In short, the mail server returned some sort of "undeliverable" error to our mail service. Many things can cause this error, such as a mailbox being full, the mailbox not being active, or some technical issue with the receiving mail server itself.

We have an open issue to create some sort of notification in the admin interface when errors like this occur: JRACLOUD-67264 . Currently however, there will be no indication other than the mail not being received.

If you suspect this is happening to a mailbox on your domain, contacting Atlassian Support is the only way to get help currently. We also monitor Community for mentions of this issue, however we can't guarantee that we catch all questions related to this issue here on Community. Using the contact form to open a support case is the only guaranteed method for resolving this issue at the moment.

0 votes

@eb -

Welcome to the community.  Just to confirm that the fake user with "email 4" is the issue reporter?  If so, you should look take a look at the Notification Schema used for your JSM project to make sure that for "Issue Created" event that Reporter is called out.

Secondly, make sure that your fake user with "email 4" is a valid portal user for your JSM project.

Hopefully it helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

What a reactivity! Appreciate!


Do you consider I use term « customer » not « user »

so I won’t call it « fake user » but as said let’s call it « fake customer » 

 

yes it is reporter, he create issue by EMAIL

i have theses fake customer :

customer1@myprivatedomain.com

customer2@myprivatedomain.com

customer3@myprivatedomain.com

customer4@myprivatedomain.com

 

all of them report/create isssue from email

all email are received and issue is created in JSM 

All of them expect ONE(customer4@myprivatedomain.com) receive email notification like issue is well created/issue transition/agent comments… 

I use 

Default Notification Scheme

I didn’t edit this, I just check and « reporter » is here (reminder all other it works)



what you mean by valid  portal user? How can I check it is valid portal user since I can log in to the portal with his email after resetting his password…

thank you but in advance

@Joseph Chung Yin aditionnal info : i can log in to the portal with email4 but if I try to reset the password from portal login page: I never receive the email to reset password. 
yes I know… unbelievable 

@eb -

If you access the issue created by "email4" user in your JSM project UI, can you verify that the reporter is the "email4" user.

If so, then it is very odd indeed.  I would recommend that you submit a formal support request to Atlassian for further assistance.

One more thing, you can also check the audit log via Project settings >> Customer notifications and locate the issue created by "email4" user, to see if there are any error reported.

2021-12-01_10-59-15.png

In JSM, "user" and "customer" are the same.  It is focusing on the non-agent users, thus it is typically referred as "customer".

Best, Joseph

Dear @Joseph Chung Yin thanks 

hmm why do you have another view, different than mine ? 
did I miss something ?
If I go to project setting >customer notification I have only not audit log: 


69257E37-1110-4246-9F96-7269B4CF663F.jpeg

The image that I included was from our Jira env (Data Center).  I just verified that CLOUD env seems to be different.  

Please direct your question directly with Atlassian Support team on your current ask + asking them where can project admin can find the missing "Audit logs".

I would be interested of finding out their responses to your formal support request.

Best, Joseph

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