Error / rejected when we receieve an email from alias.

Danny Hess

Hello Jira Service Desk community,

Emails being sent from non company (private) emails are being rejected. We receive the following message: 

Reporting-MTA: dns; kpmgnl.atlassian.net
Arrival-Date: Wed, 24 Mar 21 11:29:16 UTC

Diagnostic-Code: smtp; 550 5.6.1 Message content rejected.
Status: 5.6.1

Do you know why this is happening? It wasn't an issue before. 

Hope to hear from you. 

Thanks a lot in advance!

Danny

 

Angélica Luz

Hello @Danny Hess,

Welcome to Atlassian Community!

In the past, Jira would reject emails only if they've failed *both* SPF and DKIM checks, but due to a security change we've implemented, this behavior was changed to also reject emails that fail SPF checks only, and this can cause forwarded emails to fail to create tickets.

You can check our Community post regarding this change at the following link:

• Additional SPF validation being added to incoming mail in Jira Cloud

What do I need to do?

The sender will need to update their SPF settings on their DNS (Domain Name System) SPF record. SPF record settings can be tested using tools like MxToolBox. Alternatively, the sender can change the IP addresses or domain that their emails are sent from.

How it works:

Bob (bob@company.com) sends an email to your email address (support@yourdomain.com). This email passes SPF validation as it was sent from a server of company.com listed in company.com's SPF record.

Then, support@yourdomain.com forwards the email without rewriting the "from" address to your mail handler (support@yourinstance.atlassian.net). This email does not pass SPF for us as the email from bob@company.com was sent from a yourdomain.com email server. "We are looking at this SPF check."

The easiest way to avoid this is to have Jira accessing a mailbox on your domain instead of forwarding email to the default project handler. It can use either POP3 or IMAP to access that mailbox and it should avoid this issue, as Jira is only checking the emails, and is not doing any SPF checks as the emails are on your server, not on Jira's.

• Receive requests from an email address

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica