Jira is creating service requests for "out of office" incoming emails

[Rob Rudloff]

Jira Service Management not filtering automatic reply emails.

So, I get dozens of new service requests each day created for inbound emails that are actually "out of office" replies form our users.

I know Jira is supposed to handle these, but I cannot find were this is set in the project.  I have found other support articles, but they seem to reference old versions and menu choices

I have interrogated the emails, and they have the header item "Auto-Submitted: auto-generated".   I am told there is an "Email Requests" log somewhere in Jira, but I can not find that either (based on old support documents).

Any suggestions or direction is appreciated.

Thanks

[Aaron Williams · Accepted solution]

Hey @Rob Rudloff 

This article should help you out: https://support.atlassian.com/jira/kb/stop-ticket-creation-from-automatic-replies-in-jiradatacenter-and-server/

You need to edit the mail handler setting to ignore "Bulk" which looks for email with Auto-Submitted" and ignores it. 

Quick overview:

Click cog top right > System > incoming mail > mail handlers 

You should see Bulk ignore under the properties column. 

You can edit this and make changes when you select next on the window that pops up. Mail type handler: "Create a new issues from each email message" has good options to set. 

I really hope this helps you out. More than happy to dig into it a little more if needed. 

Thanks

Aaron. 

[Marc - Devoteam]

Hi @Aaron Williams 

This applies to DC only, the tags on the question relate to the user having a Cloud instance.

[Aaron Williams]

Ah yeah, I missed that. 

But that being said the instructions I've outlined work for a cloud instance. 

[Rob Rudloff]

This ultimately was the answer.  I had some other settings getting in my way, but here is the "mail handler" as guided by Aaron, above.

Thanks!

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[Marc - Devoteam]

Hi @Rob Rudloff 

Welcome to the community.

Are you using the Atlassian email adress that comes with your JSM project, or are you using your own email account ?

In case of the first option, I don't think there is a way to counter this. Unless you can convince the non-Jira service desk system to disable email confirmations to your system.

The other option could be to configure Jira so it uses your own email account which you could configure on the mail server to block confirmation emails, but allow others to pass.

Other option could be to look at an AddOn that could handle this.

[Rob Rudloff]

I am using our own email account.  This is a big corporation, so I'm not sure I can configure anything for the account at the server level.  I'll have to check on that one.