Problem email externe

[Jonathan Ivan Lesson KOUYO]

Hello, I hope you’re doing well. I added an external email and removed the default Jira email in Jira Service Management, but I’ve noticed that when replying, it still uses the Jira email. I can’t change it in the notifications because the external email I added doesn’t appear.

[Haripriya · Accepted solution]

Hi @Jonathan Ivan Lesson KOUYO!

Good day! Thank you for reaching out to our community. I understand you’re trying to setup a custom email address for your Jira Service Management project, but replies are still being sent from the default Jira email, and your external email isn’t appearing as an option in notifications.

Let me clarify how this works and guide you through the process:

1. Incoming vs. Outgoing Email:

• Incoming email: When you add an external email in Project settings > Channels and self-service > Email, Jira can fetch requests from that mailbox.
• Outgoing email (sender address): To send notifications from your custom email (instead of the default Jira email), you need to set up and verify this address at the organization level.

2. Setting Up a Custom Sender Email:

To use your own domain or external email as the sender, your organization admin must add and verify it in your Atlassian organization. This process ensures that Jira has permission to send emails on your behalf and helps prevent emails from being marked as spam.

Here’s how to do it:

• Go to admin.atlassian.com and select your organization.
• Navigate to Settings > Email.
• Click Add email address and follow the prompts to add your custom email.
• You’ll be asked to add DNS records (for DMARC, SPF, and DKIM) to your domain’s DNS settings. This step is essential for verifying ownership and allowing Atlassian to send emails from your domain.
• Once the DNS records are verified, your custom email will appear as an option when configuring the sender address in Jira Service Management.

3. Reference Documentation:

For detailed steps, please refer to Atlassian’s official guide:
What are the steps for setting up custom email addresses?

4. Final Steps:

After verification, return to your project’s email settings. You should now see your custom email available as a sender option for notifications.

To configure the sender address for a space:

1. Choose  Settings > Spaces.

2. Next to the name of your space in the sidebar, select More actions (•••), then Space settings.

3. Select Notifications > Internal notifications from the space sidebar.

4. Select Edit under Notification email.

5. On the Notification email page, select Edit next to the email card.

6. From the Email drop-down, choose a custom email address, or use the default Jira cloud email.

Reference: Configure Jira Cloud to send emails on behalf of your domain

If you have any questions or require additional assistance with DNS setup or permissions, please don't hesitate to ask.

Best regards,
Haripriya