user mail on supressed list

[Erick Valera]

HI.

I`m using free plan of Jira service management without support ability.

There is currently one e-mail address in suppression list.

Everything is OK with this mail (it receives and sends emails from\to other mailboxes).

How I can remove this address from the suppression list?

[Andy Heinzer]

Hi @Erick Valera 

I cannot seem to locate which specific user this might be.  From what I can see none of the users on your email domain appear to be on our suppression list currently.  If you could please share with me the the email address or Atlassian Account ID of the user in question, then perhaps I can investigate this further from our side.

Thanks

Andy

[Erick Valera]

Hi,

yes of course the mail is [redacted]

Best regards.

[Andy Heinzer]

Hi @Erick Valera 

From looking at that account, I can see there was a previous suppression that was cleared for that account on April 19th.  But since that time we have not seen any other bounces to that address.

Being that your site appears to be on a free plan, it is also possible that your site might be reaching the daily limit of 100 notifications that free plans have.  If that is happening, we don't technically see these limits reach out typical suppression list, instead another mechanism could be preventing the account from being notified.

I would recommend going to a standard plan for Jira Service Management, it would remove this free limitation on the site and also open you up to our main support portal if need be.

Andy

[Erick Valera]

Hi @Andy Heinzer 

thanks for the help, I don't think we will reach 100 daily notifications because we don't usually have that much volume, it only happens to that particular user, again thanks we will evaluate the option of changing our plan.

Regards

[John Funk]

Hi Erick - Welcome to the Atlassian Community!

I will see if someone with Atlassian can come help you.