Our domain has changed. Is there potential for a loop with the service desk email?

[Jamien Price]

Hi all,

Our project has a "connected email account" for receiving tickets via email. The address associated is servicedesk@olddomain.com. Olddomain.com is still retained as an alias for all mailboxes and the associated email for our project is still servicedesk@olddomain.com. Help me understand if this will cause a loop?:

1. An email is sent to a user off a ticket. It appears in their mailbox as from servicedesk@newdomain.com.
2. User replies. Jira still gets that reply as servicedesk@newdomain.com is an alias for servicedesk@olddomain.com.
3. Jira sees servicedesk@newdomain.com in the reply and adds it as a job participant.
4. Another customer email is sent off that ticket. It now goes to the end user and servicedesk@newdomain.com as a job participant.

Won't that email now leave Jira but hit servicedesk@newdomain.com and be seen as a new email for that ticket and get added as a new update? If so, is there an easy fix for this?

[Ayla]

I see what you’re worried about. In most cases, Jira handles aliases pretty cleanly and won’t create an infinite loop just because the servicedesk address has both domains. The main risk is that Jira might treat the alias as an external participant, which could cause duplicate notifications. The easiest fix is usually to update the project’s incoming mail handler and notification scheme so it only recognizes the new domain as the service account, or set up a mail rule that ignores messages from the alias. That way you prevent it from looping while still keeping both domains active.