Problème envoi des notifications pour certains utilisateurs

Quentin Supernant
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February 27, 2024

Bonjour,

Certains utilisateurs de notre équipe Jira (Free Cloud) ne reçoivent pas les emails qui leur sont envoyés par Jira lorsqu'ils utilisent leur adresse professionnelle (@exceliances.fr). Par contre celà fonctionne avec leur adresse personnelle.

J'ai fiabilisé le domaine et l'envoi des emails en adaptant les DNS et j'ai vérifié que les emails n'étaient pas bloqués par un filtre anti-spam (gestion via Exchange).

Par ailleurs, je reçois pour ma part correctement les emails avec mon adresse pro avec ce même domaine mais je suis le seul avec lequel celà fonctionne.

Leurs comptes est bien configuré pour s'inscrire aux différentes notifications. Ils utilisent leur adresse perso pour le moment : lorsqu'ils demandent de modifier leur adresse email avec leur adresse pro, ils ne recoivent même pas le mail pour confirmer le changement sur leur adresse pro...

Notre support technique a fait les vérifications et ne constate aucun mail bloqué. 

Bref, j'ai l'impression qu'il y a un blocage du côté de l'envoi Jira pour ces adresses, mais je ne comprends pas pourquoi ?

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Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 27, 2024

Hello, Good day. There are chances few users from your domain have been added to the email suppression list. I have cleared all the emails from your domain. Please check with the users and let me know if you continue to face this issue. 

Quentin Supernant
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February 28, 2024

Hello, thanks for your reply.

Everything seems to be OK, thank you for your support !

But how could it be possible ? How an email could be added to the email suppression list ?

Like Stéphane BOUGET likes this
Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 28, 2024

Thanks for the update. If we receive a bounce from a specific user email, then that user email will be added suppression list by the spam protection system. At some point there could have been bounce for few users.

Like Stéphane BOUGET likes this
Stéphane BOUGET March 12, 2024

Hello
I think I have the same problem with my domain @hyperion-group.fr : some users receive emails from Jira, but I don't anymore. I looked at the incoming logs of my SMTP server, the Jira emails did not arrive to my server (but I see some mails for other users).

Can you help me please ?

Regards,

Stéphane.

Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 12, 2024

Hello Stéphane,

Kindly check with the users again in the next few hrs. I have cleared the given domain. Thanks

 

Stéphane BOUGET March 12, 2024

Hello
Thank you for your help and action.
I have a strange behaviour now : I receive some emails, but only if someone else modifies a ticket. If I do a modification, I don't receive the notification.

Until yesterday, I received all notifications when I or someone else modified a ticket.

I didn't modify the settings of the notifications (of the project or for my user), so I don't understand.

Regards,

Stéphane.

Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 12, 2024
Stéphane BOUGET March 12, 2024

OK, thank you for this information.

I saw this new screen this morning, I checked every checkboxes for the default notification.

And now I just created a dedicated setting for my project, with all the email notifications activated.

But I still don't receive any mail when I modify a ticket :(

 

PS: I still check the log of my SMTP server, just to be sure, and I don't see the incoming mail

Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 13, 2024
Stéphane BOUGET March 13, 2024

thank you for your answer.

ok, I will read and write some comments in this article.

Thanks again.

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