Ignoring ticket creation of emails to a (known) distribution list

Question

Hi folks,

we setup Jira servicedesk to create tickets from outside if an internal mailaddress xyz@our-company.com is contacted.

This works fine and as it should. But this mail-address is used in an "all employees" distribution list, that is simply a list of all existing mail-addresses in our company. I want to exclude that distribution list to raise tickets. Can i somehow configure Jira not to create tickets if the recipient is that distribution list?

Thanks,

Daniel

Jack Brickey · Answer

I don’t know any way to achieve this. Automation happens ‘after the fact’ so that won’t work.

Daniel Eiternick · Answer

So you are saying: Jira cannot change its behavior here.

Is there perhaps any way to influence the incoming mail handling part of Jira with, idk, Automation for Jira rules or any other helping App? That part is not intercept-able?

Jack Brickey · Answer

If a person that is defined as a customer in JSD sends and email to a DL that includes the incoming email channel address then a ticket will be created since the sender is a customer. You definitely need to pick an email address that is not used in a DL.