This workflow covers cases when a user says they are not receiving their confirmation email. The activation token in a confirmation email will only be valid for 24 hours. Thereafter, the user will need a new confirmation email.
Before working the ticket ensure that it's correctly triaged with the SaaS Account
form and Did not receive confirmation email
problem type so that
the SaaS Account Ticket Helper application can activate.
If the user has already correctly chosen the problem type, the automation will activate when an agent opens the ticket for the first time. If the SaaS Account Ticket Helper application fails to solve the issue for any reason, proceed to manually resolve it by going through the steps in the following sections.
Before the issue can be resolved we first need to locate the account in question. This can be done by either checking the GitLab User Lookup App or by checking GitLab Admin.
Apps
button located in the top right of the Zendesk interface, while viewing the ticket.GitLab User Lookup
app.Admin Link
and check what email address is listed on the account.If no account was found use the Zendesk macro Support::SaaS::Account does not exist
or, if you believe it's applicable, use General::Verify account self-managed or .com
and then wait for a followup from the user.
Confirmed at:
field is blank/nil.Edit
.Save changes
when done./chatops run user find <user or email>
/chatops run user update_email <username or current email> <new_email@example.com>
Apps
button located in the top right of the Zendesk interface.SaaS Account Ticket Helper
app located below the tag locker app.Email Suppressions
.copy
button to save the log from Mailgun to your clipboard that you can then paste into an internal comment on the ticket.Remove the suppression?
button.If this process doesn't work you'll need to remove the suppression in Mailgun. See 👉 Removing a Suppression in Mailgun.
If the SaaS Account Ticket Helper
doesn't work for any reason, we can remove suppressions in Mailgun directly:
Suppressions
along the left-hand side navigation bar.mg.gitlab.com
is set as the domain at the top of the page.Search for recipients
search bar and perform a search.Delete
button next to an entry and then confirm your selection to remove the suppression.Once the problem has been fixed, if the email is the primary email on the account, you can send the user a new confirmation email. Afterwards, let the user know you've sent them a new confirmation email and ask them to check their inbox and spam folders.
Note: If a user changes their primary email this will not work. See 👉 Secondary Email.
Instruct the user to sign in and trigger a new confirmation email through their profile by visiting https://gitlab.com/-/profile/emails.
If the user is unconfirmed, but their primary email address does not match the unconfirmed email address (see this internal example), then there are two options to resolve:
unconfirmed_email
to nil
.On the first attempt, if our email system could not get through (usually server says it's non-existent or similar), then our mail server will put a suppression on sending further emails.
This is useful to check if emails have been delivered successfully from our end, which could mean that the error is with the users' email provider.
Sending
along the left-hand side navigation bar.Logs
.mg.gitlab.com
is set as the domain above the activity graph.Not delivering to previously bounced address
in the log) proceed to Removing a Suppression in Zendesk or Removing a Suppression in Mailgun.Delivered
and the response code under delivery-status
is "code": 250
, this indicates that the user's mail server acknowledged the receipt, and the email delivery was successful.Mailgun does not allow us to check for multiple suppressions on the same domain within it's Suppressions
section, but we can use another method to find them without asking the customer for a list of email addresses that they suspect are being suppressed. To do so:
Sending
along the left-hand side navigation bar.Logs
.mg.gitlab.com
is set as the domain above the activity graph.*
as a wildcard for the username.Event is Permanent Fail
.Delivery Status Message
of Not delivering to previously bounced address
has been suppressed at one point in time.Suppressions
tab and enter in an email address from your previous search to confirm whether or not it's currently suppressed.