Why DNS checker for setting up custom domain email address still "Unverified" in Cloud

Summary

As an organization admin, you can set up DMARC so that Jira project admins can customize the sender email address of any Jira project notifications, including customer notifications for Jira Service Management. The detailed steps are explained at https://support.atlassian.com/organization-administration/docs/what-are-the-steps-for-setting-up-custom-email-addresses/ documentation. But sometimes, the DNS checker still shows UNVERIFIED.

Environment

JIRA Cloud

Diagnosis

1.  Go to admin.atlassian.com and access your organization configuration.

2. Then, go to Settings > Email > Email Domains

3. For Status, it still shows UNVERIFIED

Cause

In order to verify successfully, all the DNS record values must be exact as in the DNS records in the configuration. As for SPF configuration, if it has multiple entries, the value must be valid.

Solution

• To verify txt for SPF records. 

  • By default, it must have the value below

    1 include:_spf.atlassian.net

  • To verify , go to Terminal and use the command below:- 

    1 dig -t txt domain.com

  • Look for v=spf1 record. Verify if it has the correct value. If it have multiple record , follow the steps in How to merge multiple SPF record page.

  • You may also verify the SPF record from SPF Lookup from MXToolbox page.

• To verify the CNAME record for DKIM Active , DKIM Fallback, and bounce record

  • Copy the CNAME DKIM Active name , for example :-

    1 atlassian-8d2d08._domainkey.test.org

  • Then , go to Terminal and use the commad as below:-

    1 dig -t atlassian-8d2d08._domainkey.test.org CNAME

  • Compare the value with the DNS record value in admin.atlassian.com. The value must be matched. 

  • You can also verify from CNAME lookup from MXToolbox

  • Do the same steps for other DKIM values.

• To verify the txt for Verify record

  • Do the same steps as verifying the SPF. 

  • Make sure the record value matched. For example :-

    1 atlassian-sending-domain-verification=7cdfa26d-9f6c-47ab-abbc-4455a396253c

  • You can also use the TXT Lookup from MXToolbox

• Once all the records are matched, click the Run DNS records check. 

• It will process for some time. If it is still not updated, give a time and click the button again. It will verify successfully.

• In case the problem still happening, raise a ticket to us and we will help you to investigate further.