Jira Service Desk email to Jira Service Desk

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Hello All,

We have a Jira Service Desk tenant.  If any of our customers who also use Jira Service Desk include our support email address in an open ticket we do not get a ticket created.

We use Office 365 with an auto forward to the Jira service desk.

The preferred outcome is if we are included in a support ticket from an external customer a new ticket is created within our tenant.

Any ideas?

Regards,
Chris

Angélica Luz

Hi Chris,

Thank you for getting in touch with Atlassian Community!

Due to the forward rule, these notifications will be redirected to JIRA (support@myinstance.atlassian.net) and it will realize that the emails are from JIRA itself and rejects it to avoid mail loop.
So, if you check on Jira Settings > Products > Email requests > View log > Processing log you may see the error: "The message was rejected because it was sent from JIRA".

Just clarifying:

- A customer sends an email to support@domain.com to open a ticket, and the ticket is created.
- The customer receives the notification and adds support@domain.com as CC, so this email is added as a participant.
- Participants receive notification, like any other customer, support@domain.com will receive notification from comments.
- As support@domain.com process emails to open a ticket, it will receive the notification from jira@myinstance.atlassian.net and it will forward the email to your instance 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.
- So, support@domain.com is receiving emails from jira@myinstance.atlassian.net and it is trying to open a ticket with this email because it is added as participants on the ticket.

The best option to avoid this type of error is adding support@domain.com as a custom email address, so customers won't need to add the email as CC.

If you have any other question, please let us know.

Regards,
Angélica