Emails from a Customer is not being created as a Request

Mark Toledo_d2lpg2

Hi Community. 

 

I have multiple JIRA Service Project from JIRA Service Management. However I have the latest one not creating an issue/request when an email is sent.

 

Checked the email logs and it is being rejected.

Check the email processor and it is enabled.

 

When other members are sending they are able to.

 

Angélica Luz

Hello @Mark Toledo,

Thank you for reaching out to Atlassian Community!

The error "Sent from JIRA" means that notifications are being sent to the project mail handler and it’s rejected because it’s from Jira itself. 

Currently, the Email processor under the Global Mail Settings will filter out:

• auto-replied emails
• mails marked as spam
• delivery status notifications
• emails originating from a JIRA instance

Therefore, the emails are rejected when they were sent from @domain.atlassian.net because they are treated as emails originating from a Jira site.

Just clarifying:

• A customer sends an email to support@domain.com and a ticket is created.
• The customer receives the notification and adds support@domain.com as CC, so this email is added as a participant.
• Participants receive notification, as any other customer, support@domain.com will receive notification from comments.
• As support@domain.com processes emails to open a ticket, it will receive the notification from jira@domain.atlassian.net and it will forward the email to your instance and it will try to open an issue with the comment it received.
• Jira will reject this email because it is sent from Jira itself.

Another thing that may cause this is if the Jira email address is added on a distribution list and the distribution is added as a participant, so the Jira email will receive notifications and it will keep being rejected.

With this said, please, go to the ticket PPES-14 to check if the Jira email is added as a participant or if it was added to an organization that the ticket was shared with.

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

​​Kind regards,
Angélica