Agents don't receive mail notifications

[Mohamed Guessaid]

Hi,

We have 4 agents that are not receiving any email notifications when users create or reply to issues by email since today/yesterday.

Normal users (customers) do receive email notifications.

We have 2 projects and we don't receive email notifications from either of them.

We checked the config in the projects to receive notifications and we are there.

We also checked the email trace and the emails are not arriving to us, only to normal users (customers).

So we don't understand where is the problem.

I found this other question that is very similar to our scenario: https://community.atlassian.com/t5/Jira-Service-Management/Agent-doesn-t-receive-mail-notifications/qaq-p/1599281

Thank your for you assitance in advance.

[Jack Brickey · Accepted solution]

Did you verify the Agent is is not also a Customer? Can you share the notification scheme. If in fact it was working and no changes made the you may need to reach out to Atlassian support.

[Mohamed Guessaid]

Yes, the agent is not a customer.

Here is the notification scheme:

Thanks

[Jack Brickey]

I would contact support here.

[Mohamed Guessaid]

Contacting support resolved the issue, we were on a bounce list, after they removed the affected email addresses, we are receiving email notifications again.

Thanks