We have a customer with many users that usually open issues with us, and only one of them can not receive mail notifications from Jira Service Desk. He can send a mail and open an issue on Jira SD, but he is not receiving mail notifications after that.
It was checked with his IT team, and there is no blocks on their firewall, or in the mail service on his PC/Laptop. We asked him to include our mailer on his trusted mail list, but no sucessfull.
Are they able to recieve it if you send it to them directly:
Settings --> System --> Mail --> Send email
If so they might have setup a rule that is sending the notification emails to a folder rather than the inbox.
To rule out if the problem is with Jira, use the notificaiton helper:
Settings --> Admin Helper --> Notification Helper
If the above checks out, then the problem is on their end and the emails are more than likely being blocked.
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