Automatic Email Invitation to Customer Not Received

[Matt Shields]

When using the Jira Software and sending an email invitation to our customer, the emails don't make it through the firewall most of the time. I am working with the customer's IT team to resolve this but I know part of the problem comes from the auto-generated email domain getting blocked. When the invites are sent to the customer, will the sender email address be the same on all the emails? If not, is there a way to make the email invitations be sending from only one email address? From my understanding, the customer's firewall blocks most, if not all, automatic emails. They receive the notification emails, just not the invitations. I just want a way to either make it come from a single email address or an alternative way to invite them. 

[Angélica Luz]

Hello @Matt Shields,

Welcome to the Atlassian Community!

The default email address that sends notifications to users are usually jira@<yourdomain>.atlassian.net. 

You can find this detail on Project settings > Notifications.

It’s possible to change this email address to one from your domain, so Jira will send the emails on behalf of your domain.

• Configure Jira Cloud to send emails on behalf of your domain

Even changing the notification email, since there are restrictions on the customer side, it’s important to whitelist our domains and IPs, because the invitation it’s not always from the same email address.

• IP addresses and domains for Atlassian cloud products

Please, ask the IT team to whitelist all the domains and IPs and check if the notifications will be delivered.

Kind regards,
Angélica

[Matt Shields]

@Angélica Luz , 

I have gotten a response from our customer's IT Security team and it appears that I am WAY over my head and I definitely need some help to fix what is going on. 

 This was a picture in the response from their IT Security Team. They said:

"It appears that their DNS is not published or configured correctly depending on who their mail server provider is.

This may/or is the reason the messages are not getting to us.  This has to be published and correctly in order for our scanners to resolve back the domain name and email address.

If this is failing then the emails will never get processed by us and as soon as the resolve fails the emails will be discarded.

This is not something we can fix."

Please let me know what I can do next to help figure out what is going on and how to get it fixed so we can resolve the problem of them not getting our email invitations.

Thank you,

Matt Shields

[Angélica Luz]

Hi @Matt Shields,

If the customers’ domain is the same as yours, it returned almost 600 email addresses on the suppression list due to the error below:

550: 550 [internal] [oob] The recipient is invalid.

I removed the bounces and notifications should work.

I searched only based on the Jira site linked to your email address. 

If it’s a different domain or a different site, then it would be better if the site administrator raise a ticket with our support team on support.atlassian.com/contact sharing the affected domain or email addresses. Since community is public, then it’s up to you to share these details here, that’s why I’m suggesting a support ticket where only us from Atlassian and the reporter/participants will have access to the information.

[Matt Shields]

I am trying to get them to join in on this ticket so that we can stop communicating through me. Hopefully if they join this ticket then it'll make it easier for you and them to figure out what needs to be done to get the issue resolved. 

[Angélica Luz]

Thank you, Matt.

If they can comment here with an account from the affected domain, then I will have access to their email address and I can check the entire domain for bounces or blocks.

Also, if it's a Standard or Premium cloud site, their site admin can contact our support directly on support.atlassian.com/contact.

[Matt Shields]

I believe we have the Standard cloud site, but my boss is the site admin. Are you able to email me directly so I can send you more information? Or so I can forward or include you in the current email thread with us trying to get everything figured out. 

Or would my boss have to be the one that does that?

Edit: I got another email from our customer and due to security reasons, they cannot open a ticket. However, they are open to doing a conference call to discuss everything and try to figure out what's happening. They would be available on Thursday or Friday if you think you'd be open to that option. If we aren't able to do a conference call then I'll probably just have to continue communicating back and forth....

[Angélica Luz]

Hi Matt,

It will be necessary to create a ticket with our support to provide all the details to investigate the issue.

Also, phone support isn't really part of the Community and Standard Support, as it's a benefit of Premier Support. You can find the information on our support offerings:

• Atlassian Support Offerings

On a ticket, only us from Atlassian and the reporter/participants will have access to the information and it will be more secure to share the details there than here in Community where it’s public.