Problem with processing notification form another Jira instances (cloud)

[Krzysztof Micach]

Hi everyone, 

I have a problem with processing email notification in my Jira server 4.22.6 instance. I'm receiving notifiactions sent by another, cloud jira, which are rejected by automatic filter as bulk message. I've tried to set a mail handler with Bulk: accept option, but it doesn't work. I've whitelisted domain, my external customers can comment issues. I don't know, what more can I try to establish this connection, can anyone help me?

[Kai Becker]

Hi @Krzysztof Micach ,

welcome to the community. 
Are you using the default mailhandler or a service management handler right in the project settings?

A good idea would be to consult the log files for further debugging.

1. JSM mailhandler: the should be log under settings —> applications —> email requests : at the bottom of the page there should be a logging 
2. Jira default mailhandler: the best way would be to consult the incoming mail log on the server. Maybe it is useful to enable debugging to get further information.

[Krzysztof Micach]

Hello Kai,

thank you for your answer.

I'm using global mail management, from admin menu, but firstly, I'm using server edition. I can't see option as they are in cloud version, where it's quite simple. Or maybe I'm blind.

In processing log from your point 1 is something like that:

Which meen, that email was rejectet as bulk. I've tried to add own mailhandler, but it doesn't work:

I've also tried to whitelist domain in different version, as is in allowlist, and it also failed.

I can turn on debbuging if you think it can help.

[Kai Becker]

Hi @Krzysztof Micach ,

sorry for the late reply. It's a little bit hard to debug this remote.
I still would recommend to enable debugging, test with one mail and consult the incoming mail log afterwards. Hopefully there will be additional info about the processing.

What is the exact error with the regular mail handler? Configuration looks good to me. Does the default user have permission? 

Just one more question: Is there a user / customer account with the email address from the cloud instance?

[Krzysztof Micach]

Hello @Kai Becker 

thank for your answer. Yes, I've set user account with this email addres, but this doesn't help. All involved users have permissions to create issue or proceed it.

Below Im pasting log. It's look like jire rejecting email from other jira instances by default, and I don't know, how to disable it in this particular case.

INTERNALDATE "13-Mar-2023 08:50:58 +0100" RFC822.SIZE 101064)
2023-03-13 08:51:11,428+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE69 OK FETCH completed.
2023-03-13 08:51:11,428+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie Message Subject: GSD-3793 SD-192107 test 3
2023-03-13 08:51:11,428+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie Message-ID: <JIRA.20976.1677757143000.7a6050e6-23f4-4055-acb7-6ff4a1afa128.1678693852647@Atlassian.JIRA>
2023-03-13 08:51:11,429+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie Calling handleMessage
2023-03-13 08:51:11,429+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE70 FETCH 154658 (FLAGS)
2023-03-13 08:51:11,454+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie * 154658 FETCH (FLAGS (\Recent))
2023-03-13 08:51:11,475+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE70 OK FETCH completed.
2023-03-13 08:51:11,475+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE71 FETCH 154658 (BODY.PEEK[HEADER.FIELDS (X-JIRA-FingerPrint)])
2023-03-13 08:51:11,515+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie * 154658 FETCH (BODY[HEADER.FIELDS (X-JIRA-FingerPrint)] {56}
2023-03-13 08:51:11,515+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie X-JIRA-FingerPrint: 4775d771517ac8fc8cc6bf09e7497cb1
2023-03-13 08:51:11,516+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie )
2023-03-13 08:51:11,570+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE71 OK FETCH completed.
2023-03-13 08:51:11,570+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie JIRA fingerprints found on on incoming email message:
2023-03-13 08:51:11,570+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie fingerprint: 4775d771517ac8fc8cc6bf09e7497cb1
2023-03-13 08:51:11,571+0100 INFO [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie Received message with another JIRA instance's fingerprint
2023-03-13 08:51:11,571+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE72 FETCH 154658 (BODY.PEEK[HEADER.FIELDS (Precedence)])
2023-03-13 08:51:11,612+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie * 154658 FETCH (BODY[HEADER.FIELDS (Precedence)] {20}
2023-03-13 08:51:11,612+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie Precedence: bulk
2023-03-13 08:51:11,612+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie )
2023-03-13 08:51:11,631+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE72 OK FETCH completed.
2023-03-13 08:51:11,631+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE73 FETCH 154658 (BODY.PEEK[HEADER.FIELDS (Newsgroups)])
2023-03-13 08:51:11,672+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie * 154658 FETCH (BODY[HEADER.FIELDS (Newsgroups)] {2}
2023-03-13 08:51:11,672+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie )
2023-03-13 08:51:11,694+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie SHE73 OK FETCH completed.
2023-03-13 08:51:11,694+0100 DEBUG [<incoming mail>] Caesium-1-4 anonymous IT zgłoś zadanie IT zgłoś zadanie[10200]: The message has been rejected (The messages recipient(s) does not match catch mail list.): From :[=?utf-8?B?TWljaGHFgiBExJlic2tp?=