Emails from a particular email address are always rejected

[Jens Prokoph]

I have an email address from which all emails are being rejected, and I cannot determine why.
In the process log, the email is displayed as rejected with the following details: Automatic reply email.
What can I do to ensure that these emails arrive in the system?

[Marc -Devoteam- · Accepted solution]

Hi @Jens Prokoph 

Your issue is probably being caused because the Jira email handlers are reading the header of the emails sent and they are returning Auto-Submitted: auto-generated, so the system automatically rejects the email.

In order to properly avoid this problem, you can configure your allow list to make the email handlers from Jira to stop filtering out those emails:

From your service desk project, select Project settings () > Email requests.

1. Select Manage allowlist from the more menu
2. Select +Add domain name.
3. Enter the domain name and save.

You can check more details in the documentation below:

How are domains added to the allowlist?

Or if, your mail server is utilizing a distribution group to the email accounts in question.

Then create a mailbox for this mail address to handle incoming mail to this account rather than route it with a distribution group

[Jens Prokoph]

Thank you very much. That did the trick.

[Yogesh Sharma]

Hey , you can verify if customer notifications are enabled for the project where customer is part of also if his domain has been allowed.

[Nikola Perisic]

Hello @Jens Prokoph 

Check the Admin email audit for all of the emails that were blocked with notifications. When you start to unblock these emails, the system will learn from this and these emails won't be rejected. Make sure you are the Jira admin, then go to Settings -> System -> Admin email audit.

Note: Review admin notification emails. The audit covers 21 days, showing the most recent undelivered notification email first

[Jens Prokoph]

Thank you for your reply, but unfortunately there are no notifications here.