DMARC

Santo Butera

Good morning,

I need some help regarding DMARC.
I enabled this setting for my company via my DNS domain provider; however, after activating it, when my colleagues open a support ticket, the request does not display the actual sender's name or email address. Instead, it shows the email address to which the support request is sent.
This is happening because SPF and DKIM validation is failing. How can I resolve this issue?

Gabriela - LeanZero

Hi Santo, open one of those requests and look at the raw source of the original email. If the From header reads something like "Sender Name" via GroupName followed by your support address, that's what you're chasing, and it isn't really a Jira setting.

The DMARC policy you just published is the trigger. Forwarding to your support address does break SPF and DKIM, but that isn't what flips the reporter. To keep that forward passing under the new policy, whatever sits in front of the address (a group, list, or forwarding rule) rewrites the From to its own, and JSM reads the reporter straight off it. So every request lands as the support address. Atlassian documents this exact case: "This leads to the group email being used as the reporter in Jira."

The fix is to stop the forwarding hop and let JSM pull the mailbox directly. Channels and self service, then Email, then Add external email, and authenticate with Google, Microsoft, or another provider. You can connect up to 10 addresses per project.

Skip the DMARC incoming email authentication setting in Jira Service Management. It only decides whether mail that fails the check gets blocked, and won't move the reporter.

https://support.atlassian.com/jira/kb/reporter-shows-helpdesk-email-in-jsm-cloud-requests/