Messages from address on allow list still rejected "because it is auto-reply mail"

Nick Read_3a3vyu

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. 

 

I'm told this is because the email sent from "service.desk@examplecustomer.com" is being configured with the header Auto-Submitted: auto-generated, so it's being filtered by the email handlers of Jira even though the domain is on our allow list. 

 

Emails from service.desk@examplecustomer.com with a blank/different header work fine.

I would like this not to happen please. I don't want to have to ask our customer to change their header settings just on our account, especially if the domain should be on the allow list.

 

Any help appreciated. Thanks

Angélica Luz

Hello Nick,

Thank you for reaching out to Atlassian Community and thank you for sharing the details.

Jira Service Desk is currently configured to drop/reject any messages it detects that is an Auto-Reply, Marked as Spam, a Delivery Status Notification, or an email that originated from JIRA (ex: JIRA notification); the filters as explained under troubleshooting-jira-service-desk-incoming-mail are as follows:

AutoReplyMailFilter - This filter rejects auto-replied emails. If Auto-Submitted header in an email has a value different from "no", that email will be considered as auto-replied emails. Ref: http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywords.xhtml

BulkMailFilter - Some emails will be marked as "spam" by the mail server. This filter will reject those emails.

DeliveryStatusMailFilter - Some mail service will send delivery status notification emails to let the sender know the status of the sent email. This filter will check whether the "multipart/report" header contains "report-type-delivery-status" OR in case of a bounce message, the "Return-Path" header of the email has null email address ("<>"). Ref:Bounce_message#Causes_of_a_bounce_message

SentFromJIRAMailFilter - This filter will check whether an email was sent from a JIRA instance. All JIRA notifications will have "X-JIRA-FingerPrint" in their header.

Now it's possible to add domains to the allow list, but it's not possible to disable the bulk filter, so emails with the header Auto-Submitted may still be rejected.

There is a feature suggesting the implementation of such ability:

• As an admin I want the ability to configure the *Bulk Settings* used by the Service Desk mail handler

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica