Service Desk does not pickup incoming emails from other Service Desk installations

[Andreas Beskow]

Hi,

We recently started to use JIRA Service Desk. It works mostly okay.

One of the things that doesn't fully work is that when our support mail inbox receives support requests from other organisations' support/service desk-tools, our Jira Service Desk installation does NOT pick up these emails.

From what we understand, this might be by design as to avoid creating loops amongst support/service desk tools.

Can this be solved in any way? As it is now we need to work with both our old email solution as well as our newly installed JIRA Service Desk, which is something we would like to avoid.

Thanks!

Kind regards,
Andreas

[Shannon S]

Hi Andreas,

Are the emails coming from a group email or forwarder? Service Desk tends to not accept what it considers bulk email, so you would need to make sure the email is being sent from an actual email address, and not a group or forwarder.

Can you confirm?

Regards,

Shannon

[Andreas Beskow]

Hi Shannon,

This is excactly our problem. Several of our customers submit tickets to our Service Desk from systems that are generating the emails. Those emails usually include the following headers:

Precedence: bulk
Auto-Submitted: auto-generated

I suspect that we're not alone in this situation, given that more and more companies are implementing solutions such as Service Desk to handle support requests/tickets.

With this said, do you have any recommendations on how to handle this type of emails?

It will not be possible for us to ask all our customers to change their implementations of their ticketing handling systems (actual email address vs. group forwarders).

Kind regards,
Andreas Beskow

[Shannon S]

Andreas,

There's a feature below to be able to whitelist certain addresses that get caught by this:

• JSDSERVER-1924

For the time being, you could disable the filter in Server versions only. From the ticket:

WORKAROUND

NB: This workaround is not possible in Atlassian Cloud.

1. Navigate to Administration > Add-ons > Manage add-ons
2. Look for JIRA Service Desk plugin and expand the section
3. Expand the XXX of XXX modules enabled
4. Disable these responsible modules of Service Desk:
   • SD Bulk filter(sdBulkFilter) for messages marked as spam
   • SD sent from JIRA filter(sdJiraFilter) for messages originating from a JIRA instance
   • SD auto reply filter(sdAutoReplyFilter) for messages with a different value than "no" set for the Auto-Submitted header

 The provided workaround will apply to all emails processed by the filter, which can cause incorrectly created issues. Being able to white-list addresses should prevent this from happening.

Let me know if you have any questions!

Regards,

Shannon

[Andreas Beskow]

Thank you Shannon,

I believe this is what we're looking for.

Kind regards,
Andreas

[Andreas Beskow]

Hi Shannon,

We have implemented as suggested, but unfortunately it doesn't solve our problem. JIRA / Service Desk doesn't pickup emails from certain senders, i.e. with the following headers:

Precedence: bulk
Auto-Submitted: auto-generated

Are there any other tricks we can try in an attempt to solve this?

Thanks!

Kind regards,
Andreas

[Shannon S]

Andreas,

Can you let me know if those other service desks are Jira or are they running another product?

If emails are coming from another Jira instance then it won't work.

If this is the case, have a look here:

• JIRA Email Finger Print

There's a related feature request below:

• JRASERVER-44107

If this affects you then please feel free to comment on it with your usage case and vote in order to help improve the likelihood of such a feature being implemented.

Let me know if you have any questions!

Regards,

Shannon