I do not receive Case Comment Notification emails

I do not receive Case Comment Notification emails

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Created On 08/30/19 21:37 PM - Last Modified 10/26/23 14:38 PM


Question


Why do I not receive Case Comment Notification emails?

Answer


Case Comment Notification emails are sent from e-support@paloaltonetworks.com. 
If you are the case contact or you are on the Subscriber List but you do not get the notification emails, check your Spam folder, then contact your internal IT Team to find out whether or not the incoming emails from e-support@paloaltonetworks.com are blocked by your server.
If your internal IT Team finds everything in order on your end, open an Admin case with us so we can investigate further.

Provide the following details in the case description:
  • the number of the support case that the users don`t receive notifications for
  • the email addresses of the affected users
  • confirm that the notification emails are not in the users` Spam folder and that incoming emails from e-support@paloaltonetworks.com are not blocked by your server
NOTE: in order for the updates to continue to be sent to your email address, you should never change the subject line of the email once the case has been created.

Additional Information


  • When a new case is created, the confirmation email is sent from donot-reply@paloaltonetworks.com.
  • When a case is closed, survey invitations are sent from noreply@feedback.paloaltonetworks.com.
Visit the article below for more information on how to manage support cases and the Subscriber List:

How to Manage Your Support Case
What is a Subscriber List and how to edit it?
 
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