Customers not getting email notification when creating issue or any other updates on ticket

[Rosana Casilli]

Good afternoon all!

I have this situation in one of the service management projects.

We have added the customers to this project (they are not part of the company) and since they started creating request, none of them has receivide any email notification about the issues created nor any change done by agents on tickets.

We have double check if it was something related with IT team but it is not. And after a week they are not receving any emails..

I have contact atlassian, they told me that there was an issue that was fixed but we still have this problem. 

Does any of you have a similar problem? how did you resolve it?

Thanks in advance,

Ro

[Jack Brickey · Accepted solution]

Hi @Rosana Casilli , I am not seeing any reported incidents on the Atlassian Status page. Is this is only happening on one project I would first look more closely at the notification scheme for that project. Can you go to project settings customer notifications and share what you have enabled? Are the issues being created by the customers themselves? If so which channel is being used, e.g. portal or email. If the customer logs into the portal do these see the issue listed?

[Rosana Casilli]

Hi Jack!! thank you for your answer!

I do not know specificly which was the incident because a person from atlassian answered me that they had some issues that may cause the problem I have, but he didn't mention any issue id. 

This is what I have in customer notifications

It is only in this project that we have this issue. 

Issues are being created using the portal, and yes if they log into the portal they can see the issues.

Regards,

Ro

[Jack Brickey]

Everything looks normal there. One thing I might try is to disable/reenable the request created and then using a test customer account create an issue and see if a notification comes through. Otherwise is John mentioned you might want to open a support ticket.

[Rosana Casilli]

I did that, using my personal email. and it worked.. It seem that it is something related with their emails but their IT team told me that it is not blocked.. 

[John Funk]

But does the IT team actually see the email coming into the domain? Not just whether they are blocking it or not. They should be able to see every email that comes to the user's email address - especially during that time. 

[Rosana Casilli]

They told me that they did... that's why I do not understand what is happening. From Jira Side it seems to be correctly configure... 

:(

[John Funk]

So the email is coming into the domain and the IT team sees it? Then that is not a Jira problem - that's a problem with their email setup. 

[Jack Brickey]

@Rosana Casilli , if you were saying that when you create an issue in the portal using a 'customer email' not your 'agent email' and that customer email receives the Create notification then that tells me the notification scheme is working fine. Now if an actual customer from a different domain is creating an issue and not getting notified then this tells me that something is happening on the customer's end such as those emails are going to junk folder. Of course if those same customers are receiving notifications for other projects and that would be quite interesting. Can you confirm that a given customer can indeed receive notifications from one project and not another project. Or are these customers on different projects?

[Rosana Casilli]

Hi All!! 

I have an update. Since last time I told IT department from customer company to check one again their email servers. They finally found that Office 365 was blocking email for atlassian. 

here is the link in case that any of you has the same issue https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108

Thanks for all support

[John Funk]

Aha! Thought that was probably the culprit.  ;-)

[John Funk]

Hi Rosana,

You should probably enter a support ticket with Atlassian and ask if any of the email addresses have been blacklisted. 

https://support.atlassian.com/contact/#/

[Rosana Casilli]

Hi John!! I did that! but they told me that the email address of all customers in the project are not blacklisted. That is when he told me they have an issue that could couse the problem I have. But since then nothing.

[John Funk]

Then I would check with your IT folks to see if the email is coming into your domain.