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      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.

            [JSDCLOUD-7933] Clear outbound email blocks/bounces within JSM

            riseli added a comment -

            Finally, there is some sort of log for request notifications sent. But it would be really helpful to see if the recipient is a reporter or request participant in this log overview. As I suspect more failures arise sending emails to request participants.
            Also the possibility to filter or export the list would be great.

            riseli added a comment - Finally, there is some sort of log for request notifications sent. But it would be really helpful to see if the recipient is a reporter or request participant in this log overview. As I suspect more failures arise sending emails to request participants. Also the possibility to filter or export the list would be great.

            This has been added to my watchlist so long ago that I even forgot why I signed up and upvoted in the first place. With such ridiculously slow reaction time from Atlassian I think they will lose clients.

            Pawel Kowalski added a comment - This has been added to my watchlist so long ago that I even forgot why I signed up and upvoted in the first place. With such ridiculously slow reaction time from Atlassian I think they will lose clients.

            +1 please, this is needed - raising a support ticket each time to get an email unsuppressed is excessive when it really could just be a simple click of a button.

            Jennifer Luo added a comment - +1 please, this is needed - raising a support ticket each time to get an email unsuppressed is excessive when it really could just be a simple click of a button.

            Noggin needs this functionality as well. We don't want to contact Atlassian support for a simple request like this. It would be so much easier if I can clear the bounce list as an Admin of the project. Thanks

            Ahmed Mohammed added a comment - Noggin needs this functionality as well. We don't want to contact Atlassian support for a simple request like this. It would be so much easier if I can clear the bounce list as an Admin of the project. Thanks

            Please make this happen asap, please & thank you!!
            this avoids delays across the board & cuts down on Atlassian support needs!
            Human error will always happen when a mailbox is not enabled prior to the invitation being configured

            Sotirios Vanikiotis added a comment - Please make this happen asap, please & thank you!! this avoids delays across the board & cuts down on Atlassian support needs! Human error will always happen when a mailbox is not enabled prior to the invitation being configured

            Ryan Quinn added a comment -

            We spent a lot of time trying to track down why a user was not getting emails.

            The need to block emails that get bounced makes sense, just wish that bounced list was surfaced somewhere so Jira/Atlassian admins could see it.

            Thanks

            Ryan Quinn added a comment - We spent a lot of time trying to track down why a user was not getting emails. The need to block emails that get bounced makes sense, just wish that bounced list was surfaced somewhere so Jira/Atlassian admins could see it. Thanks

            Just found out about this today due to a ticket I was working for one of my users who has not received any notifications since Feb. 2021. Still not sure why it bounced yet - but it has cause someone to feel they needed to manually go in and check their open tickets for updates from support. Admins NEED access to see what emails have been added to the blocked list so we can remediate these issues. Going forward, I'm going to be submitting a ticket to Atlassian Support on at least a monthly basis to provide me with a list of the "bounced" emails so I can evaluate them and determine if there is a legitimate problem. Did that today and found there are about 20 emails on the list that I need to check. Seeing the create date here, I'm not optimistic that Atlassian is going to be working on this any time soon.

            Ben Griffin added a comment - Just found out about this today due to a ticket I was working for one of my users who has not received any notifications since Feb. 2021. Still not sure why it bounced yet - but it has cause someone to feel they needed to manually go in and check their open tickets for updates from support. Admins NEED access to see what emails have been added to the blocked list so we can remediate these issues. Going forward, I'm going to be submitting a ticket to Atlassian Support on at least a monthly basis to provide me with a list of the "bounced" emails so I can evaluate them and determine if there is a legitimate problem. Did that today and found there are about 20 emails on the list that I need to check. Seeing the create date here, I'm not optimistic that Atlassian is going to be working on this any time soon.

            This "feature" blocked me from receiving ALL notifications for a month until I figured out my Out of Office triggered it. It has caused serious issues to my workload and a lot of unhappy users who I did not respond in time as I had no idea they were messaging me via open tickets.

            Pawel Kowalski added a comment - This "feature" blocked me from receiving ALL notifications for a month until I figured out my Out of Office triggered it. It has caused serious issues to my workload and a lot of unhappy users who I did not respond in time as I had no idea they were messaging me via open tickets.

              Unassigned Unassigned
              dnguyen4 Derrick Nguyen
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                Created:
                Updated: