Service Desk not sending verification email during customer signup interaction

[ligent]

Hi All,

I have returned to using Service Desk Cloud after 2 years of frustration using Service Desk Server.  My main complaint about the Server version was that I could not get it to send notification emails reliably.

So, here I am back on Cloud.  I have created my first service desk project (Next-gen).  I have configured the project so that customers can sign up for accounts on their own through the portal.  When I go to the portal and try to sign up as a new customer, the dialog claims to be sending me a confirmation email.  But, it never sends it.  This is true no matter how many times I click the RESEND button.

Does this product actually work in any of it forms?  Does anybody know how to fix this?

Thanks in advance for your help.

Best,

Kevin

[Angélica Luz]

Hello @Fadi Hawli,

Thank you for reaching out to Atlassian Community!

In this case, the customer account already existed on the site, but they were inactive, that’s why it was not possible to invite them, so it was expected that they wouldn’t receive the sign-up notification.

I can see that you posted on other threads here in the community and said that the issue was resolved, but I’m not sure if you are talking about the same issue here.

If the customers didn’t exist on the site and they are added to the project but are not receiving the invite, it might be some block on our side that we can remove, but we need to know at least their domain so we can check if there are any blocks or bounces on our side.

Kind regards,
Angélica

[Angélica Luz]

Hello Kevin,

Thank you for reaching out to Atlassian Community!

Checking the logs of your site, I was able to find some errors related to customer creation. 

I will not post the entire information because it contains private information, but the error that shows is the one below:

"logger":"com.atlassian.servicedesk.internal.user.external.ServiceDeskAuthorisation.privacy-safe","m":{"sv":"2020-04-28-04-25-33_2020-04-28_29f7b8126e","si":"jira-prod-us-23","di":"qg8vo5hj4v4irn4m","g":"WebServer","t":"application"},"message":"authoriseForLogin denied, user 5ea89e025862510b7909736e is inactive","

Can you please go to Administration > Jira Service Desk and confirm if the customer account is active?

Is this account from the same domain as yours? If so, I can confirm that there are no blocks on our side that are preventing the notifications to be sent.

Regards,
Angélica

[trainor1]

Hi Angelica,

Thanks for your reply.

When I log onto Jira Service Desk Cloud, I don't get the exact options that you suggested.  Instead, I see the following:

Settings

Atlassian Admin

    User Management

    Billing

Jira Settings

   System

   Products

   Projects

   Issues

   Apps

Personal Settings

   Atlassian account settings

   Personal Jira settings

Would you like me to visit one of those options?  Otherwise, I am not sure what you are asking me to do.

Best,

Kevin

[Angélica Luz]

Thank you for the details. I can see that you are using the new navigation bar, so the correct option is the User management. 

After that, click on Jira Service Desk on the left sidebar to see the list of customers and confirm if the affected customer is active.

[Fadi Hawli]

Was there a solution for this problem?

we are experiencing problems with some customers not able to receive the signup email. 

no email is found in junk or spam it just doesn’t arrive. Surely there is a simple solution to sending user invites …?

[Diogo Infante]

I have the same problem as @Fadi Hawli . 
@Angélica Luz can you please help?

Thank you

[Angélica Luz]

Hi Diogo,

Welcome to Community!

We would need to better investigate the issue to understand what is happening.

We had an incident this week that affected several types of notifications:

• https://jira-service-management.status.atlassian.com/incidents/0f19gmg91n91

If you are still experiencing this issue, please reach out to our support via support.atlassian.com/contact and share with us the email addresses of the affected customers so we can check if there are no bounces or blocks.

Regards,
Angélica