Service Desk Customer notification mail issues

[Farhaad_n]

Hi, I have Jira-core and Jira-service-desk 10.3.5

I have an issue with the customer notification mail.

I follow this KB:

https://confluence.atlassian.com/jirakb/troubleshooting-slow-stuck-notification-issues-in-jira-service-management-server-1041076874.html#Troubleshootingslow/stucknotificationissuesinJira/ServiceManagementServer-TroubleshootingServiceDeskCustomernotificationmailissues

I gathered the necessary logs and attached them to the ticket.
note* how can i add Support zip file i get from my jira?

[Jim Knepley - ReleaseTEAM]

Hi @Farhaad_n 

Can you please clarify the symptoms that are frustrating you? I don't see anything in the screenshots that seems unusual.

[Farhaad_n]

Hi @Jim Knepley - ReleaseTEAM 

Exactly, there is no problem, but my customer cant get email notifications

another thing, in project setting > customer notification

when I click audit log of any item, show empty, I think trigger not working at all

I cant upload support.zip file here?

[Jim Knepley - ReleaseTEAM]

@Farhaad_n 

Email is a tricky thing, it's one thing to send an email, it's another thing to have it land in the recipient's mailbox. While by no means a smoking gun, I would look at your DMARC/SPF/DKIM settings.

It looks like your domain, parspooyesh.ir, hasn't authorized Atlassian to send mail on its behalf.

v=spf1 include:spf.apeyk.ir -all

I would start by adding another "include" attribute to that record so it contains "include:_spf.atlassian.net" and see if that helps. This is a DNS record, so whoever administers your DNS will be the person to talk to.

[Farhaad_n]

I think your wrong, only customer notification not send,

jira notification worked

[Farhaad_n]

@Jim Knepley - ReleaseTEAM 

Are you there?

[Jim Knepley - ReleaseTEAM]

@Farhaad_n   I don't have anything to add to my existing answer.

[Farhaad_n]

Wath should I do?

How can help?

I mentioned before, I thing triger customer notification not running at all