Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

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

Some users don't recieve my emails from Jira.

Hi, I have a problem. Some users do not receive my emails from Jira.

I'm using the Gsuite client's email, I don't think the problem is on my side. I think the problem is in Jira.

Have any setting to work propertly? I cant check my log for sended emails. I'm blind.

I realized that this happened with email "@hotmail.com". Any tips to solve it?

1 answer

0 votes

Hello @B4B Soluções Estratégicas,

Thank you for reaching out to Atlassian Community!

Checking the details of your site, I can see that there are no users with hotmail.com email address, so I believe that when you say that users don’t receive notifications you mean customers, please, correct me if I’m wrong.

I saw that you created a ticket last year about the project email address and I can see that the domain is verified correctly.

How are customers creating tickets on your site? Are they using the customer portal or the email channel? 

Can you please confirm if all notifications are enabled on Project settings > Customer notifications (classic project) or Project settings > Notifications > Customer notifications (next-gen project)?

If the tickets are being created on their behalf directly in Jira (using the Create button), it’s important to select a request type, otherwise, customers won’t receive notifications.

Kind regards,
Angélica

Hi, thanks for your reply, the problem is not with creating the ticket. The ticket was created correctly from my email.

This problem occurs when I answer the ticket in Jira.

I also created an automation to send emails to customers to confirm receipt (before 1 day, 3 days, etc.).

But this customer did not receive any email from me or from Jira Automation. I sent 3 emails and Jira Automation sent some emails. The customer searched your spam or promotion guide and found no email.

Usually, it works correctly. But as I can't see the log of my outgoing emails. I can't know if my client receives the email or not.

Can you help me?

How can I view the log of emails sent or log of ticket responses?

I will feel better with this log informing me if the email was sent or not.

Can I set a notification to know when the email is not received?

Hi @B4B Soluções Estratégicas,

Are customers creating tickets using the email configured on Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen)?

If it’s a classic project, can you confirm on the affected tickets if the request type is filled or empty?

Are they able to view the ticket in the customer portal?

Currently, it’s not possible to view outgoing mail logs. There is a feature suggesting the implementation of this ability:

Please, click on vote and watch to receive updates about the feature.

Hi, answering your questions

1 - Are customers creating tickets using the email configured on Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen)?

YES, I setup correctally. As I said, normally work in 99% cases. I think is the Jira problem with "@hotmail.com", it is make a sense? Can be?

2 - If it’s a classic project, can you confirm on the affected tickets if the request type is filled or empty?

It is not classic mode.

 

Any tips to solve it? 

Hi, answering your questions

1 - Are customers creating tickets using the email configured on Project settings > Email requests (Classic) or Project settings > Channels > Email (Next-gen)?

YES, I setup correctally. As I said, normally work in 99% cases. I think is the Jira problem with "@hotmail.com", it is make a sense? Can be?

2 - If it’s a classic project, can you confirm on the affected tickets if the request type is filled or empty?

It is not classic mode.

 

Any tips to solve it? 

I'm trying answer you, but the reply dissaper here.

Hi, answering your questions

1-

YES, I setup correctally. As I said, normally work in 99% cases. I think is the Jira problem with "@hotmail.com", it is make a sense? Can be?

2-

It is not classic mode.

 

Any tips to solve it? 

Hi @B4B Soluções Estratégicas,

It may have a bounce or a block on this specific address. If it’s happening only with this account it can be a block. 

Since community is public, it’s up to you if you want to post the affected email here. You can edit your own response and we have access to the history. So what can be done for me to check if there is a block is you to post the address and edit to remove it from your response.

It’s also important that the customer mark our domains as safe on outlook or any other mail client they are using.

Suggest an answer

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

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

166 views 0 2
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