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Updates to Outgoing Mail in Atlassian Cloud

Rob Saunders Atlassian Team Jan 28, 2019

Jira and Confluence have started to use a new mail platform to deliver outgoing email.

This has been rolled out progressively to sites over the past few months, and will soon be complete. For administrators who whitelist IP ranges, you can update the list of IPs that Atlassian mail will be sent from as found on this page: Atlassian Cloud IP ranges and domains

Mail from Jira and Confluence will appear as being sent from the following addresses according to product & region. If you have automation rules that are triggered based on these emails, you may need to update your rules:

As an example, mail headers will look like the following:

Delivered-To: <recipient_email_address>
Received: by 2002:a50:a45b:0:0:0:0:0 with SMTP id v27csp4189711edb;
Mon, 28 Jan 2019 15:19:18 -0800 (PST)
X-Received: by 2002:a63:d40a:: with SMTP id a10mr21250376pgh.394.1548717558371;
Mon, 28 Jan 2019 15:19:18 -0800 (PST)
Return-Path: <>
Received: from ( [])
by with ESMTPS id v2si3018390plz.53.2019.
for <recipient_email_address>
(version=TLS1_2 cipher=ECDHE-RSA-AES128-GCM-SHA256 bits=128/128);
Mon, 28 Jan 2019 15:19:18 -0800 (PST)
Received-SPF: pass ( domain of designates as permitted sender) client-ip=;
Received: from [] ([] helo=3e4cbe63c6ad) by (envelope-from <>) (ecelerity r(Core: with ESMTPSA (cipher=ECDHE-RSA-AES256-SHA384) id C3/66-40788-6FD8F4C5; Mon, 28 Jan 2019 23:19:18 +0000

If you have further questions about the impact of this change to your site, feel free to add questions here in this public forum or contact our support team to discuss your specific site

This information has also been posted in our Cloud Changes Blog series which you can watch to get future release change information from once you are logged into 



Starting around this update, our JIRA service desk instance stopped sending us email upon issue creation, new comments etc. We used to receive email from But we're still receiving email from automation rules, such as sending a reminder email when an issue has been in a 'Waiting for customer' status for few days. What should I do to resolve this problem?

Like Daryl Kinchoy likes this
Vasi Atlassian Team Feb 21, 2019

Hey @Enkhtaivan Ganbat,

Based on your description, it doesn't seem to be related to this specific change. This change would affect all types of notifications, including automation rules.

So it looks like there were changes in JSD notifications, or Jira notifications in a project.

Keep in mind that for JSD project there would be 2 places where you can control notifications (both are in "Project Settings" of a project):

1. JSD-related notifications that affect JSD customers: "Customer notifications"
2. Jira-related notifications that affect users that use JSD, but also have Jira license: "Notifications"

So you can check if there is anything changed and if still all seem to be as expected, please get in touch with Support. We will be happy to help!

Hope it helps!

Like Daryl Kinchoy likes this



Few users in our team suddenly stopped receiving email notifications from JIRA. There is no change in the notification settings, but we couldn't understand why this is happening with only a few users. And why all of a sudden?

Could this have anything to do with that?




Vasi Atlassian Team Feb 23, 2019

Hey @Deepthi Aynumpudi,

Similar to the first case described here, it doesn't look as it is because of the mentioned change.

I can see that you got in touch with our Support Team, so you are in good hands :)


We have a similar issue in Jira Cloud.  Emails are being sent from : which is not in SPF record. So SPF fails.  Also, it is not in the list here: Atlassian Cloud IP ranges and domains

Is there a process to keep these updated?

Hope its fixed soon

Vasi Atlassian Team Jul 30, 2019

Hey Paul,

Apologies that your question slipped through.
You contacted us via Support, so I will just post some details here for reference.

Mentioned IP address "" doesn't belong to us and is used by Proofpoint.
This means that Proofpoint service intercepts an email and adds mentioned IP to the header.
This is where your filter is triggered.

One of the recommendation here would be to make sure that Proofpoint IPs are trusted.

Thank you,

Any updates for dkim when using a custom email domain. We are rolling out JSD and SPF passes where DKIM fails as the header I. which does not match senders email address. Does changes include sendgrid?

Like Veera likes this
Veera Atlassian Team Jan 14, 2020

@Eric Sowa

Unfortunately for now, we still don't have it working.

@Veera Is it true that next gen project you won't be able to change the send as address

Like Veera likes this

@Eric Sowa 

Yes, it's not possible for next-gen projects at the moment. We have been tracking this as a feature request: JSWCLOUD-17392


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