Delivery Status Notification (Failure) Emails from "bounce @ atlassian.net", But Ticket is Created

Question

We have Jira Service Management (JSM) configured to create tickets via email. Since we first started using it, we’ve been experiencing an issue where users receive bounce emails from bounce@atlassian.net, even though their emails are eventually processed successfully and tickets are created in JSM.

Here’s what happens:

* A user sends an email to the JSM email address.
* Shortly after, the user receives a "Delivery Status Notification (Failure)" email from bounce@atlassian.net.
* Despite this failure notification, after a few minutes, the email is processed, and the user receives the usual acknowledgment email from JSM confirming the request has been received and is awaiting classification.
* Tickets are successfully created in JSM, but the bounce email causes confusion and frustration among users.

Steps We Have Taken to Troubleshoot:

* Verified that the email address configured for JSM in Project Settings > Channels > Email is correct and functioning.
* Checked that users are authorized to create tickets.
* Confirmed that the issue is not isolated to a single user or domain; it affects all users consistently.

I’ve searched but couldn’t find any open issues where the tickets go through despite bounce emails being sent to users.

Any help to resolve the issue is much appreciated!

Jordi Amenós · Answer

Thank you for your response,

However, the referred article does not address my specific case. The key difference is that, although users receive a bounce email, the request still eventually reaches the server, and the ticket is created successfully.

One possible explanation might be related to our email server setup. We do not use the default Jira mail server. Instead, the email address used for ticket creation is hosted on our own server, with the intention of decoupling the ticketing service from the JSM implementation.

Could it be possible that when Jira retrieves the emails from our server, it attempts to process them through the default mail server and fails—causing the bounce notification—before ultimately handing them directly to the project? This would explain why, after a delay, the ticket is created despite the bounce.

I’m wondering if anyone else has encountered a similar situation or has insights into how to resolve this.

Thank you for your help.

Kai Krause_xx7uj7 · Answer

Hi,

when you look here you see some reasons. The first Point at Jira service management could be the reason.

The email address was linked to a service project that was archived or trashed

Troubleshooting bounce emails from bounce.atlassian.net | Jira | Atlassian Documentation

Hope it is so.

BR
Kai