rejected emails from whitelisted domain despite proper configuration

[Kelwin Peralta]

I'm experiencing an issue where emails from ⁠greymatteralerts@domain.com are being consistently rejected by my Jira Service Management email handler, despite having proper configuration in place.

Current Configuration:

• Created an Email Handler named "Bypass GreyMatter Emails"

• Whitelisted all internal domains including ⁠domain.com in the "Whitelisted Domains" field

• Increased Messages Threshold to 100

• Disabled DMARC authentication

• Using Default Cloud Mail Server

Problem:

All emails from ⁠greymatteralerts@vaynerx.com are being rejected with "REJECTED" status in the email logs. The emails appear to be security alerts (MFA events, phishing attempts, etc.) that need to be processed into tickets.

What I've tried:

1. ✅ Created dedicated email handler with sender email configured

2. ✅ Added domain to whitelist (⁠vaynerx.com)

3. ✅ Increased message threshold to 100

4. ✅ Disabled DMARC protection

5. ✅ Verified email handler is using correct incoming mail server

Email Log Details:

• All emails show "REJECTED" status

• Handler shows as "SD auto reply filter"

• Emails are being processed as "Auto-reply mail"

Questions:

1. Why are emails still being rejected despite domain whitelisting?

2. Could the "SD auto reply filter" be overriding my custom email handler?

3. Are there additional settings I need to configure for automated security alert emails?

4. Should I be using a different approach for handling automated emails from security tools?

[Anusha A]

Hi Kelwin,

Thank you for your question on community.

JSM's email handler filters out emails that contain specific auto-generated headers, such as Auto-Submitted: auto-generated, Precedence: bulk, or report-type-delivery-status.

Can you add the domain to the allowlist at the project level? 

Please let me know the outcome, we can create a support on your behalf if more troubleshooting in needed. 

Regards,
Anusha A 

[Kelwin Peralta]

We have added our domain, vaynerx (excluding the .com), to our allowlist along with others.

This time, I have revised it to include vaynerx.com.

For the time being, could you please create a support ticket? I would like to address this matter proactively, as these emails are being blocked due to security audits.

[Anusha A]

Hi Kelwin,

Sure, I have raised a support ticket on your behalf and you should see a notification with the ticket details. 

I wish you a great day ahead. 

Regards,
Anusha A 

[Kelwin Peralta]

I have created this Mail Handler as a test. I am uncertain if this will be beneficial.