Customer email notifications

[jordi]

Hello! Since some ago ago we have a lot of problems with notifications. Some of our customers are not receiving our answers from jira service management.

Often, in customer notification logs i can see some errors for example due the problems with spamcop. The problem with spamcop is not solved amb some customers are not receiving our notifications due their server is blocking the notifications due jira ip is listed in spamcop.

The major problem for us is that some of our customers  who use Google or Gmail are not receiving our notifications and the error does not appear in customer notification logs. Then, we do not realize that they do not receive our answer.

For us, that is are big problem. We are using free plan. Anybody knows if with a paid plan is it possible to have an static ip or use our own smtp?

We have problems due spamcop listing since some months ago. Please, anybody can tell us how to solve this problem?

thank you in advance

[Brant Schroeder]

@jordi Have you tried using a custom email account.  https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/ and https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/ 

[jordi]

Hello @Brant Schroeder ! thank you for your answer! We use a custom email account. Check this screenshoot: https://cln.sh/s2gGrk8k and all dns records for my custom domain are correctly configured in Admin > Settings > Emails > Email domains tab > See DNS records. All is in green: https://cln.sh/MdJmNsg6

Following your links, i've just configured a dmarc record for my domain but i think that will not solve nothing if jira ip is listed in spamcop. Do you know if with a paid plan is it possible to have an static ip or use our own smtp?

How we can solve spamcop problem? 

Thank you again

[Brant Schroeder]

@jordi let me escalate this to Atlassian so they can address the spamcop question.  

[Andy Heinzer]

Hi @jordi 
I understand that some of your customers are not receiving email notifications from Jira Service Management due to other services such as spamcop having one of our sending IPs on a blocklist.  We are aware of this having been a problem recently for some customers.

Unfortunately, our free level services have been a target for malicious users that send spam via our services.  We have started to segment the sent email from free plan and evaluation sites from the mail that is being sent from paid products.  This is one way that we have been able to limit the number of affected paid users.  My understanding is that we do not directly offer a static IP for sending of such mail, but the addresses that paid sites/products can use are now being segmented on different ranges than those of free sites/products.

I would recommend upgrading to a standard plan or higher for Jira Service Management.   This should then allow your notifications to be sent from a different pool of addresses.

Andy

[jordi]

Thank you for your answer @Andy Heinzer but can you assure me that with a payment plan we will have no more problems with spamcop? Thank you for your support :)

[Andy Heinzer]

@jordi I can't guarantee that you'll never have problems with spamcop on a paid plan.  But I would expect it to be far less likely today.  Also you could then at least open a support ticket with Atlassian support over in https://support.atlassian.com/contact even if you find that your messages are not being delivered as expected.

[jordi]

Thank you @Andy Heinzer ! We've just upgraded to standard plan. Hope this paid plan help us to solve the problems with notifications to our customers. Thank you again for your help.

[jordi]

@Andy Heinzer the same error with spamcop using a paid plan: 

Client host [54.240.27.202] blocked using bl.spamcop.net; Blocked - see https://www.spamcop.net/bl.shtml?54.240.27.202

[Andy Heinzer]

@jordi 

I'd recommend creating a support case over in https://support.atlassian.com/contact

Your plan appears to still be in the evaluation period, which might be a factor in which IP pool is used for sending of mail.  Either way, I'd still recommend you create a support request with us so that we can investigate and track this appropriately.

[Adrian Arm]

Any news regarding the spamcop problem? We have also those constraints and working on a pay jsm instance.

[Andy Heinzer]

@Adrian Arm If you are suspecting that notifications are not being delivered to your users, please create a support case in https://support.atlassian.com/contact

As an admin of a paid cloud site plan, you will be able to create this kind of support case and our support team can investigate this further.

Andy