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The message was rejected because it is auto-reply mail

LeRon Atkins

We recently switched our email provider from Gmail to a hosted Microsoft Exchange environment. Since that change, incoming request to help@ourdomain.com and support@ourdomain.com are rejected with the 'The message was rejected because it is auto-reply mail' message.

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Petter Gonçalves

Hello @LeRon Atkins

Welcome to the Atlassian Community!

Your issue is probably being caused because the Jira email handlers are reading the header of the emails sent and they are returning Auto-Submitted: auto-generated, so the system automatically rejects the email.

In order to properly avoid this problem, you can configure your allow list to make the email handlers from Jira to stop filtering out those emails:

From your service desk project, select Project settings () > Email requests.
Select Manage allowlist from the more menu
Select +Add domain name.
Enter the domain name and save.

You can check more details in the documentation below:

How are domains added to the allowlist?

Let us know if you have any questions.

LeRon Atkins

We had previously tried this solution. However, we were able to solve the problem. Our exchange server had previously been utilizing a distribution group to the email accounts in question. We since then created a separate email mailbox to handle incoming mail to this account rather than route it with a distribution group. It now works just fine. Thank you for your response.

Petter Gonçalves

Hello @LeRon Atkins

Thank you for letting us know the steps you took to solve your issue.

Have a nice week ahead.

Nick Read_3a3vyu

Hi @Petter Gonçalves , I'm having a similar problem.

We receive emails from mainly one domain: @examplecustomer.com, which is on our allow list.

Most emails are received OK, but there's one specific email (service.desk@examplecustomer.com) where the email is rejected and we receive the "The message was rejected because it is auto-reply mail" error.

Do you know what could be causing this problem with the one specific email, and how we fix it?

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