Email loop "Sent from within the project".

Question

Hello, I trying to debug an email loop that's happening on JSM Cloud.

I have setup our Mail Server to redirect all incoming mails from support@ourdomain.com to support@ourdomain.atlassian.net

It seems to be working as expected since ticket can be created and answered without issue, but after every iteration Jira sends an email to support@ourdomain.com and I cannot figure out why.

When Jira does that our mail server automatically redirects back to support@ourdomain.atlassian.net; creating a loop.

On Jira Email log I see something like this on the processing log:

DateStatusKeyDetailsFromMail subjectBy handler30/Jul/23 3:56 PMREJECTED Sent from within the projectsupport@ourdomain.atlassian.netSV-3124 Teste Estou com Problema no FirefoxJira mail loop filter

I'm trying to understand why this happens and how can I nail it down. The message is generated by Jira itself.

Thanks.

EDIT: I have observed that after the ticket creation the field "Request participants" is filled with 'support@ourdomain.com'. That should be the issue, but why this is filled?

Vinícius Ferrão · Answer

Yes, what happens is that Jira matches the "To:" field. And since it's a forwarded/redirected message the "To:" is passed intact.

That will trigger the loop.

My point is, there's no way to inform Jira that we gonna use our support mail address instead of the atlassian.net address? So it will automatically remove the address?

For now I can only strip down the entire "To:" field on the mail server, but I cannot filter out addresses, and stripping everything out will eventually remove legitimate participants.

I don't know a effective way to solve this issue right now.

Brant Schroeder · Answer

@Vinícius Ferrão This has to do with how the mail redirect is setup.  Jira is recognizing support@ourdomain.com as a CC'd email address and this is why it is being added as a request participant.  I believe it has to do with the way the email header is created on the redirect.  You should look at how that is working and see if you can fix it so that Jira does not see it as a CC on the email.

Vinícius Ferrão · Answer

There is none. After some debugging it seems that Jira matches the "To:" field, even when it's redirected and add it's to the required participants.

I've found some information here: https://community.atlassian.com/t5/Jira-Service-Management/Remove-quot-Request-Participants-quot-using-Automation-rule/qaq-p/460812

It's no near as ideal to solve the issue because I have to filter out the "To:" field and I'm not sure what happens if the field gets added later.