Customer Not Receiving Notifications? Here’s How to Fix Email Suppression in Jira

Friday, January 10, 2025
by Palak Chauhan

Customer Not Receiving Notifications? Here’s How to Fix Email Suppression in Jira

Introduction

Have you ever encountered a situation where a customer claims they’re not receiving responses to their Jira Service Management (JSM) tickets? Despite Jira’s built-in notification system, issues like this can occur if the customer’s email address is added to Atlassian’s suppression list. As project admins, understanding and managing this feature is crucial to maintaining effective communication with your customers. In this blog post, we’ll explore what the suppression list is, why emails might be suppressed, and how to resolve this issue.

What is the Suppression List?

Atlassian’s suppression list is a mechanism to prevent sending emails to addresses that have previously rejected messages. This is part of Atlassian’s compliance with internet email protocols (RFCs), which dictate how email systems handle bounced or rejected emails. While this is a necessary feature, it can sometimes disrupt communication if a valid customer email ends up on the list.

Why Are Emails Suppressed?

A customer’s email may be added to the suppression list due to the following reasons:

  • The email address doesn’t exist on the recipient’s mail server.

  • The recipient’s mailbox is full.

  • Misconfiguration on the recipient’s mail server.

  • Temporary outages on recipient mail servers.

Once an email bounces due to these issues, Atlassian’s infrastructure is instructed not to attempt redelivery. This prevents further delivery failures but can block legitimate communications.

How to Identify and Resolve Suppressed Emails

If you suspect a customer is not receiving email notifications from JSM, follow these steps:

  1. Check the Project Notification Logs:

    • Go to your service project and navigate to Project Notification Logs.

    • Search for the customer’s email address. If the email is on the suppression list, it will be indicated here.

  2. Remove the Email from the Suppression List:

    • Go to Project > Customers.

    • Search for the customer’s email address.

    • If the email account icon is colored (indicating a synced Atlassian account), click “Resend Invite.” This action removes the email from the suppression list and sends a new notification.

  3. Confirm the Fix:

    • Add a comment to a ticket associated with the customer and verify whether they receive the notification.

  4. When Further Assistance is Needed:

    • If you cannot resend the invite or the issue persists, reach out to IST Atlassian support. They can check the admin side or escalate the matter to the vendor.

Proactive Tips for Project Admins

  • Regularly monitor the Notification Logs for suppressed emails.

  • Advise customers to ensure their email servers are configured correctly and have enough mailbox capacity.

  • Stay updated on Atlassian’s features.

Conclusion

Email suppression issues can interrupt customer communication, but with the steps outlined above, project admins can resolve them efficiently. By being proactive and informed, you’ll ensure seamless communication and a better customer experience. If you’re facing unresolved suppression issues, don’t hesitate to escalate them to IST Atlassian Support.

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