E-mail rejected by Bulk filter

Question

Hi!

today we found out that e-mail which is sent by one of our partners is not imported to our JSD.

So after troubleshooting I found that their mail is being rejected by bulk filter. What I'm not able to find out is why they are considered bulk email or how could I whitelist them or turn off this filter.

I would be happy if someone could point me in the right direction :)

edit: As additional information I have found out that they started using Jira SD, so those rejected emails are being sent from their Jira SD instance.

Jaanus Sootla · Answer

So what would be the best practice in this kind of scenario when we need to communicate from one JSD instance to other via email?

At the moment I found out how to disable the bulk filter (Manage-Apps -> Manage-Apps -> Application Components -> Jira Service Desk)  but as i understand this can't be a long term solution.

Majken Longlade_5x3svb · Answer

This is desired if they're using JSD. You don't want the systems to get into a loop telling each other that they received their comments etc.