Does Email handler notifies sender when email delivery fails?

Niranjan Manjunath

We have setup an Email handler for our JIRA Service desk.

Sometimes emails are sent by customers whose email is not part of the allowed list of emails (not created as customers within JIRA service desk).

We have observed that emails do not reach the service desk (confirmed from the logs)

However, these delivery failures are not notified to the actual senders. This is a problem because the sender still thinks a service desk ticket has been raised.

Is there a way to override this behavior. Is it a default setting on the mail server that handles this on Atlassian.

Does anyone have any ideas on how to work-around this issue?

Thanks.

Petter Gonçalves

Hello @Niranjan Manjunath

Thank you for reaching out.

Indeed, we understand how the lack of notification to the customer when the ticket is not created with the e-mail sent can impact the efficiency of your portal.

Unfortunately, the E-mail handler rules of Jira Cloud application are not editable, however, we created the following feature request to implement that kind of notification:

- JSD should send reply or notification when mail handler cannot create or update issue 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Let us know if you have any questions.