Ignore Outlook emoji reactions in Jira Service Management

Tenzin Yangzom

We're using Jira Service Management with Outlook. When a user reacts to an email with an emoji (👍, ❤️, etc.), Jira creates a new comment and adds an attachment to the request.

Is there a way to prevent Outlook reaction emails from creating comments or attachments in Jira Service Management?

Arkadiusz Wroblewski

Hi @Tenzin Yangzom 

This happens because Outlook sends fallback emails for reactions ("reacted to your message" + embedded image), which JSM processes as standard comments and attachments.

You must Configure it at Exchange Level 🤠🤪

You can either add an x-ms-reactions: disallow header to JSM notification emails to disable reactions entirely, or create an Exchange mail-flow rule to block incoming emails containing "reacted to your message" before JSM fetches them.

Avoid using Jira Automation here, as it runs too late after comments (Automation hits mostly Post, not "Pre") SLAs, and notifications have already been triggered. 

[JSDCLOUD-2311] Ignore certain mails from processing based on email subject - Create and track feature requests for Atlassian products.

Best,

Arek 🤠