Problem Definition

When an outbound email is bounced, our email service will block that recipient from receiving subsequent emails.

Suggested Solution

Allow Jira Service Management admins to search and clear the blocked recipients. Impose a limit of how many times a recipient is able to be unblocked within a given period of time for specific bounces e.g. when the recipient has explicitly blocked JSM emails, or the rejection message relates to the recipient's anti-SPAM/spoof policies.  Having this feature also helps JSM admins when recipients are blocked due to temporary issues that have been resolved such as recipient mailbox full, or the mailbox not existing at the time of the initial delivery attempt.

Why this is important

Allows the customer to have some visibility regarding the deliverability of outbound emails and allows them to take the necessary actions themselves.

Workaround

• For new Agents (who have not yet logged in for the first time) who are not receiving their initial invite, clicking the Resend invite link will remove their email from the suppression list.
• Contact Atlassian Cloud Support to have other recipients unblocked.