Jira sending notifications to itself

[Vasiliy Tomyev]

We have a bit of a weird setup as we are still in the process of transitioning from another helpdesk solution.

We forward all of the email sent to the helpdesk@ourdomain.com to ourcompanyname@gmail.com and we have the  ourcompanyname@gmail.com as the email address for the email channel.

When customers send an email to helpdesk@ourdomain.com, Jira functions as expected. An issue gets created and the customer gets notified.

If for any reason one of the agents sends in an email, Jira notifies the agent (which is normal)

then it adds helpdesk@ourdomain.com as a request participant and sends out a notification to itself. What could be the possible cause for this?

[Angélica Luz]

Hi Vasiliy,

This issue happens because the customer is adding the support email to the CC field, so JIRA recognized that the email was sent from the notification email itself.
The notification/support email address is only for notification and ticket creation it should not be added to the CC field.

If someone removes the @yourdomain.com from the TO field and add only on the CC field, that error will happen.

Just clarifying:

A customer sends an email to helpdesk@yourdomain.com to open a ticket, and the ticket is created.
The customer receives the notification and adds helpdesk@yourdomain.com as CC, so this email is added as a participant.
Participants receive notification, like any other customer, helpdesk@yourdomain.com will receive notification from comments.
As helpdesk@yourdomain.com process emails to open a ticket, it will receive the notification and it will forward the email to your instance again and it will try to open an issue with the comment it received.
JIRA will reject this email because it is sent from JIRA itself.

You don't need to worry about those errors in the logs, those failures it's just JIRA preventing that a ticket from a notification gets created.
As I explained before, helpdesk@yourdomain.com is added as a participant on the ticket, and this email will receive notification as any other participant, so this notification will go to helpdesk@yourdomain.com inbox, which will try to open a ticket.
Those errors it's just JIRA preventing an email looping, so you can ignore those failures.

Regards,
Angélica

[Vasiliy Tomyev]

Hi Angélica,

Clarification: I do know of Jira functionality to add CC'd user as request participant.

The problem ONLY happens if an Agent sends in an email request to Jira. The agent does NOT CC helpdesk@yourdomain.com. The agent sends the email directly to helpdesk@yourdomain.com.

Thank you for getting back to me on this.

[Angélica Luz]

Hi Vasiliy,

Just to make sure that we are on the same page, so only when an agent sends an email to helpdesk@yourdomain.com to create a ticket, the helpdesk@yourdomain.com is automatically added as a participant, is that correct?
If so, are you using some add-on that may be adding this email as a participant? Is there any post function to add participant?

Also, is this email used only on Jira Service Desk mail handler or it's also used on Incoming email on Jira core?

If the agent does not add this email as a participant, so there is some configuration on Jira that is automatically adding the same email as a participant.
This is not an issue, it's just a Jira functionality that prevents email loop.

Regards,
Angélica

[Vasiliy Tomyev]

Hi Angelica,

Yes, you are correct. This only happens if an agent sends and email to helpdesk@yourdomain.com.

I do not think that the add-ons I have would add the email as a participant.

The agent is not adding the email as a participant. Can you point me to where in the Jira configuration I may find this setting to automatically add the same email as a participant?

Thank you!

[Angélica Luz]

Hi Vasiliy,

Is this email used only on Jira Service Desk mail handler or it's also used on Incoming email on Jira core?

A setting that may add someone as participant automatically is Post Functions on workflow, but as it's happening only with agents, perhaps that's not the cause.

Can you please confirm if helpdesk@yourdomain.com is restricted only to open tickets on Jira SD?

Regards,
Angélica

[Vasiliy Tomyev]

Angelica, the email is strictly only being used in Jira Service Desk. Yes, I can confirm that helpdesk@mydomain.com is restricted to only open tickets on Jira SD.

Thank you,

Vasiliy

[Angélica Luz]

Hi Vasiliy,

Would it be possible to use Jira in safe mode?
This will help us to confirm if one of the add-ons may be causing the issue.
Please, follow the steps on the documentation below and let us know how it goes.
- Disabling and enabling apps

Regards,
Angélica