Sent invite to xxx xuser is not getting JIRA invite.

Brian Clark
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April 25, 2023

Sent invite to a new user is not getting JIRA invite.

All other JIRA mail flow is working. Infact i had another user did get a invite just 7 days ago with no issues.

 

I have done message traces on our side and we see no emails from JIRA invites even hitting the servers on our Office365 admin message trace.

 

Could someone please investigate?

3 answers

0 votes
mad brain official
Banned
May 30, 2024

It sounds like you're encountering an issue with a specific user not receiving a JIRA invite, despite the rest of the JIRA mail flow working fine. Here's a checklist to troubleshoot the problem:

  1. Check Spam/Junk Folder: Ask the user to check their spam or junk folder to ensure the invite hasn't been filtered incorrectly.

  2. Verify Email Address: Double-check that the email address the invite was sent to is correct and spelled accurately.

  3. Confirm Email Settings: Ensure the user's email settings don't have any filters or rules that could be causing the invite to be diverted or blocked.

  4. Whitelisting: Confirm that JIRA emails are not being blocked by any firewall or spam filter settings on your email server.

  5. Resend Invite: Try resending the invite from JIRA to the user to see if they receive it this time.

  6. Check JIRA Configuration: Review the JIRA configuration settings to ensure that email notifications and invites are properly configured.

  7. Contact Support: If the issue persists, consider reaching out to JIRA support for further assistance. They may be able to provide insights or solutions specific to your setup.

By going through these steps, you should be able to identify and resolve the issue with the user not receiving the JIRA invite.

0 votes
Rob Horan
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May 12, 2023

Did you check your customer notifications to ensure "customer invited" is enabled?  Also double check the outgoing mail settings, just in case.

Greenshot 2023-05-12 14.08.12.png

0 votes
Esther Strom
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April 25, 2023

Hi, @Brian Clark - the Community is a user-helping-user site; we cannot investigate issues on  your instance for you. You'll need to open a support ticket with Atlassian at https://support.atlassian.com/contact.

My guess would be that mail from Atlassian to that user's address has bounced in the past, leading the address to be put on a block list. However, a support analyst will be able to tell you more.

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