Announcement: Get notified when email requests fail

[#1]

Summary: If you’ve set up your Jira Service Management project to receive requests from an email address, it may sometimes happen that your email requests are not processed as expected. These email requests fail due to reasons like misconfiguration or network problems.

To help track these failures, we’ll immediately let project admins know via email when we can’t create a work item or connect to their email account. In some cases, customers will also get notified if their request doesn't go through successfully.

What’s new?

We are excited to announce that project admins will now receive notifications whenever email requests are not processed successfully.

Previously, project admins had to search through processing and connectivity logs to find out if a work item corresponding to a customer’s email was successfully created in a project. However, with this new change, admins will receive a notification right in their inbox with a link to download customer’s email.

Project admins will now also receive an email when one of their connected email accounts has connectivity issues so they can take immediate action and provide a smooth experience to their customers.

In cases where self-signup is disabled or a customer doesn't have access to a service project, we will also notify the help seeker so they are aware their request was not processed.

Note: This feature is only available for company-managed products.

Specify who receives notifications

By default, all listed project admins will receive these notifications. There is also an option to send these notifications to a specific email address instead of all admins.

To update the email address for existing connected accounts:

1. From your service project, go to Project settings, select Channels and self service, and then select Email.

2. Select Edit against the required.

3. Enter the email address of your choice in Error notifications email address.

4. Select Save.

To add the email address for a new email account:

1. From your service project, go to Project settings, select Channels and self service, and then select Email.

2. Select Add Atlassian email or Add external email.

3. Enter the email address of your choice in Error notifications email address.

4. Select Create or Add.

Questions or feedback?

If you have any questions or would like to provide us with feedback, please comment on this article, and we will respond as soon as possible.

[Susan Waldrip]

Thank you @Yukti Tuli , this is a great feature. If I'm understanding the setup correctly, would it be possible to include the name of the Error Notifications email address in the Connected email accounts info? I know there isn't much room AND we can click ... > Edit to see it but that would be helpful if it's not a major lift. Again, thanks!

[Yatish Madhav]

Thanks for this @Yukti Tuli and Atlassian - will go in to see the ones that we have set up already. I sure hope this is going to be more useful to us!

[Dali]

Hello @Yukti Tuli and thank u.

Are customers also notified if their mail cannot be delivered, e.g. because the attachment is too large? Can only one email address be stored here or several, as in this case we would have 7 email addresses that need to be notified.

Thx

Cheers

[Bernhard G_]

Hello @Yukti Tuli

Same question here as @Dali
Can multiple email addresses be stored?

Additional question:
Would it be possible to choose by an setting for which status I want to be notified?
I think, next to "Failed", also others like Rate_Limited, Rejected, Skipped, ... could be interesting.
With a setting, everybody would be able to configure what's necessary for them.

Thanks in advance.

[Eilif Johannsen]

Hi @Yukti Tuli 

Two questions.

The email isn't under "Customer notifications", is it possible to disable the email notification to customers that the request didn't go through ?

Can we change the language of the email ?

[Paul Stallworth]

@Yukti Tuli I'm seconding what Eilif asked about if there is a way to disable the customer notification, or under what conditions it will be sent.  Your message above says "where self-signup is disabled or a customer doesn't have access to a service project" which to me means most non-public service desks since without self-signup the user must be explicitly added to the project.  I think it would be great to have a way for admins to control whether the notification goes out to customers.

[Bianca Lasalandra]

@Yukti Tuli - Would also appreciate an update on whether it is possible to disable the email notification to customers. Thanks! 

[Henri Volk _amily_]

Where can we edit the message? It says customers should user other channels to get in contact, hm....

Also I unterstand the project admin should get a notification as well (dont get anything)

[Austin Flannery]

Poorly implemented change.  This does not allow for Admins to stop additional communications sent on our behalf through templates like all other comunications and is causing issues for our use of JSM email.

Everyone please vote and follow for this issue to have this resolved quickly

https://jira.atlassian.com/browse/JSDCLOUD-16507

https://jira.atlassian.com/browse/JSDCLOUD-16469

[Miriam Hopton]

thank you Yukti and Atlassian for the update and writing up directions! This was so helpful and just configured one of my main projects to opt in on the error notifications.

I noticed when you go to the project and edit, the note on the field states all admins will be set to receive it if left blank. Good to know, everyone!