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  1. Jira Service Management Cloud
  2. JSDCLOUD-3401

"Invitation" emails and "Password Reset" emails not delivered

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      Hey Team

      Our JIRA instance is: https://visualjazz.jira.com/

      I'm in charge of our (~50) Service Desks and am having some trouble with emails.

      The ticket notification emails are coming through OK, and the replies are logging with the system fine.

      The issue lies with the "Invitation" emails, when you invite a customer to join a Service Desk, and with the "Reset Password" emails, from the Service Desk Portal.

      Many of our clients are reporting that these are just not being received. I can think of at least 10 reports this year.

      Is this a common issue? Is there any way to resolve this without trying to have the domain whitelisted?

      Thanks in advance for your help!
      Donna

            [JSDCLOUD-3401] "Invitation" emails and "Password Reset" emails not delivered

            ari (Inactive) added a comment -

            Please, contact support team if issue is still in place.

            ari (Inactive) added a comment - Please, contact support team if issue is still in place.

            Marty added a comment -

            Hi Donna,
            customizing of email content is certainly something our product managers are looking at as per https://jira.atlassian.com/browse/JSD-218.

            If you would like some assistance from support to dig a little deeper on your specific instance, you can create a support ticket at https://support.atlassian.com
            That way we can provide you with support specific to your circumstances and with higher security.
            The credentials should be the same as for this site (https://jira.atlassian.com).

            Thanks,
            Marty

            Marty added a comment - Hi Donna, customizing of email content is certainly something our product managers are looking at as per https://jira.atlassian.com/browse/JSD-218 . If you would like some assistance from support to dig a little deeper on your specific instance, you can create a support ticket at https://support.atlassian.com That way we can provide you with support specific to your circumstances and with higher security. The credentials should be the same as for this site ( https://jira.atlassian.com ). Thanks, Marty

            Donna Menhennett added a comment -

            OK thanks Marty.

            In the instance that they are getting blocked, is there any to customise the content on our Jira Cloud instance, that may help with this.

            From what I can see, we can't customise the email content e.g. https://answers.atlassian.com/questions/15292786/customizing-e-mail-content-w-cloudondemand

            Thanks,
            Donna

            Donna Menhennett added a comment - OK thanks Marty. In the instance that they are getting blocked, is there any to customise the content on our Jira Cloud instance, that may help with this. From what I can see, we can't customise the email content e.g. https://answers.atlassian.com/questions/15292786/customizing-e-mail-content-w-cloudondemand Thanks, Donna

            Marty added a comment -

            Hi Donna,
            I would suggest asking a small number of affected clients.
            If it is indeed external mail servers blocking these emails, it would be helpful to understand why they are being blocked.
            As far as I can tell, there is no obvious cause in the emails themselves.

            Thanks,
            Marty

            Marty added a comment - Hi Donna, I would suggest asking a small number of affected clients. If it is indeed external mail servers blocking these emails, it would be helpful to understand why they are being blocked. As far as I can tell, there is no obvious cause in the emails themselves. Thanks, Marty

            Donna Menhennett added a comment -

            Hi Marty

            Thanks for getting back to me.

            It's the outgoing emails that are not being received. We use the tool for clients external to our own organisation.

            The incoming emails are fine. I won't be able to have our clients all check their mail servers?

            Any ideas?

            Thanks,
            Donna

            Donna Menhennett added a comment - Hi Marty Thanks for getting back to me. It's the outgoing emails that are not being received. We use the tool for clients external to our own organisation. The incoming emails are fine. I won't be able to have our clients all check their mail servers? Any ideas? Thanks, Donna

            Marty added a comment -

            Hi Donna,
            can you please confirm whether these emails are being marked as spam by your mail servers?

            Thanks,
            Marty

            Marty added a comment - Hi Donna, can you please confirm whether these emails are being marked as spam by your mail servers? Thanks, Marty

              Unassigned Unassigned
              24c59607c6c2 Donna Menhennett
              Affected customers:
              1 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: