Jira Service Desk invitation email not sending externally

[Boxphish Technical Team]

In the past week or 2 I've seen that the invitation emails are not sending to any external Service desk customers. They will send ok if internal, and the resend invitation seems to work ok, but people are not getting the original email.

Is this happening to anyone else and does anyone know how to resolve?

Thanks

[Adam Rypel _MoroSystems_ · Accepted solution]

Hello @Boxphish Technical Team ,

Maybe try to check out the notifications in Project Settings -> Customer notifications and see if "Customer invited" is enabled.

Regards,
Adam

[Boxphish Technical Team]

Hi @Adam Rypel _MoroSystems_ it is yes

The service desk has been setup since May last year and was working ok, I'm just really struggling to track down what's changed that has stopped the invites going externally

[Adam Rypel _MoroSystems_]

Hi @Boxphish Technical Team ,

Thanks for the confirmation.

As an outgoing email address, do you use your own domain or default @domain.atlassian.net? Also do customers get other notifications, like when the comment is added or is this related only to invitations?

Thanks,
Adam

[Boxphish Technical Team]

@Adam Rypel _MoroSystems_ we have a custom domain setup for incoming, but just the standard domain for outgoing. 

It seems to be just for notifications that we are seeing this.

Thanks

[Adam Rypel _MoroSystems_]

Ok, outgoing email should not be an issue then.

When inviting an user, there is a possibility to personalize email invite. There is also an option Send email, which can be unchecked. Could you please check, whether that option is checked? :)

Also if you try to resend the invite in user management, does the user get the invite?

Thanks,
Adam

[Boxphish Technical Team]

Thanks @Adam Rypel _MoroSystems_ , I don't see that option within the edit invitation email section, I just see the below?

[Boxphish Technical Team]

Resending the invitation does work

[Adam Rypel _MoroSystems_]

Hello @Boxphish Technical Team ,

sorry for the delay.

Please ignore my question about editing the invitation.

One more idea that came to my mind - the customers which do not get the notification, are they already customers in other projects or are they absolutely new? Or do they use some of your other products on the instance?

Please check in Administration -> Jira Service Management and see if this customer exists. Also please check Administration -> Users.

If the customer is added to the other projects already, he does not receive the notification if you add him to another project.

Ideally test with some new email address, which is not present on the instance.

Regards,
Adam

[Boxphish Technical Team]

@Adam Rypel _MoroSystems_ that's solved it thank you, kicking ourselves that we'd missed that one now!

Thanks for your help on this

[Adam Rypel _MoroSystems_]

Great, glad you solved it!