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Reply To email address on outgoing emails not the one normally used.

Aaron Haydon

Recently added a custom email to individual project. Where emails received into Reportphishing@<company>.co.uk would open an issue on particular service request type.

We currently only have one other email set up on this project as the main one which is Jira@<company>.Atlassian.net

The newly set up email receives and inputs new issues as wanted but we have seen weird behaviour where the Reply To is being changed from Jira’s email to Phishing. It however isn’t happening on all emails.

It seems to be happening on the ones that come from when there there isn’t someone related to action.

So for example ‘Assignee has commented’ or from the automation emails. Is the Jira@ with the reply to address being ‘Display Name’ (Jira@) / ‘Automation for Jira (jira@<company>.atlassian.net)

But for actions which don’t have anyone related to them for example issue created are being sent out from ‘IT’ (jira@<company>.atlassian.net) but the reply to address is Reportphishing @<company>.co.uk

This obviously isn’t behaviour we anticipated or would want as it is confusing users when the reply to the notifications.

Does anyone know how to stop this behaviour?

Accepted answers

Brant Schroeder

@Aaron Haydon When you updated the email address to reportphising it become the reply to address. The automations that were setup prior are setup to use the old email address and you just need to update the email address on the automation. By making the change then everything will come from your custom email address.

All comments

Brant Schroeder

Aaron Haydon

Thanks for your quick response Brant, however the issue is I don’t want to use the custom email across the whole project. I would like mainly to use it for the creation of issues from the email.

It was created on Project - Project Settings - Email Requests. It doesn’t mention anywhere on this screen that the email connected will be your default Reply To. Screenshot below.

ITSM - Email - Service project - JIRA 2023-08-06 09_15_42.png

I don’t see it being a problem if the reply to mailbox is the custom one if it was issues that were created by someone sending in to that Mailbox or even the same Request Type.

But as mentioned this it’s only own on emails that are not asssigned to anyone. The ”Created Emails” were sending from both emails.

Glen Roe

Hey @Brant Schroeder

We did raise this on the community board but didn't get any response.

As Aaron mentioned, we don't want to use it across the board, Just for specific issue or request types. Are you able to provide any further solution?

Thanks

Glen

Brant Schroeder

The only option would be to use an app like JEMH https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud

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