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How to show automatic replies (out of office) replies in JSM Tickets as comments

Claude Eller

We currently use JSM for over 6000 customers, sometimes we approach the customer first by creating a ticket proactively for them so they may adjust or fix something on their end. However we don't always get a reply on those created tickets and quite often it's because the recipient is actually on holiday. However I don't see this specific ooo automatic reply in JSM comments. I assume it's blocked by JSM email handler.

Has anyone had this issue and how are we able to see these tickets or replies and best case even get the replies as comments in our tickets. I have also checked the email logs and even there I see absolutely no indication of an "SD filter Block" or anything like that. Ultimately there is no way of telling wether the recipient is on holiday or not.

Regards,
Claude

Accepted answers

All comments

Mohamed Benziane

Hi,

Can you try to update the "bulk ignore" setting in your mail handler. OOO mail might be considered as Auto-Submitted mail

Arkadiusz Wroblewski

Hello @Claude Eller

Hello

Yes, it’s exactly like you suspected. Autoresponses are fished out by design.

Troubleshoot Email Rejection in Jira Service Management Cloud | Jira and Jira Service Management | Atlassian Support

[JSDCLOUD-13678] Ability to disable Jira Service Management incoming email filters - Create and track feature requests for Atlassian products.

Best,

Arek🤠

James Gamble

Hola Claude,

I dug into this a bit further, and there’s a native approach that can get you closer to what you want, although there’s one limitation you’ll have to decide whether you’re comfortable with.

JSM’s allowlist really does bypass the Auto-reply mail filter. Atlassian states that messages from an allowlisted domain are processed regardless of the Auto-Submitted header.

The catch is that the allowlist is domain-based. It can’t currently target an individual customer address, wildcard, or just OOO messages. So I wouldn’t simply allowlist every domain represented across 6,000 customers.

I think this becomes practical for customer domains where proactive outreach is common or important.

For those domains, I’d do two things:

First, add the trusted customer domain under: Space settings > Channels & self service > Email > More > Manage allowlist
Second, for the proactive outreach itself, I’d consider sending the initial message via Automation rather than relying solely on the standard customer notification. Atlassian supports configuring an Automation “Send email” action so that replies return to the JSM mail handler and are associated with the existing request.

The important bits are:

Subject: {{issue.key}} - your subject

Reply-To: your JSM service space email address

With the issue key in the subject and the service space email address as Reply-To, the customer’s normal reply, and an OOO reply that JSM is permitted to process, can be associated with the existing request rather than creating a separate one.

That gives you a fully native flow: Agent creates proactive request > Automation sends the customer email > OOO reply returns to the JSM email channel > allowlist prevents the Auto-reply filter from discarding it > JSM adds it as a comment on the request

You could take it one step further by adding another Automation rule that triggers when a comment is added. If the comment contains common OOO language such as “out of office,” “automatic reply,” “on leave,” or similar phrases, the rule could add a label such as customer-ooo, add an internal note, or move the request into an “Awaiting customer return” status.

If most proactive outreach goes to a manageable set of customer organizations, I’d only allowlist those trusted domains.

If proactive outreach is widespread and you really need OOO visibility across a very large number of domains, I’d consider putting that workflow in a dedicated JSM service space. You could be more permissive with its allowlist without weakening the inbound filtering on your normal support space. The proactive requests themselves would live there, so the replies and OOO comments would remain naturally threaded to the right work item.

What I wouldn’t do is turn off filtering globally or try to maintain a constantly changing allowlist through Automation. I couldn’t find a supported JSM Cloud REST endpoint for managing the email allowlist, so I wouldn’t build a solution that dynamically adds and removes domains.

If you test this with one trusted domain first, I think you’ll know pretty quickly whether it gives you the visibility you’re after without creating too much unwanted mail.

Thanks,

James

Claude Eller

That's a huge shame.
Do you know how others handle this issue, obviously I asume it's not intended to put all 6000 customers of ours on the allow list just to skip this "faulty" email filter.

ooo replies are crucial for daily business.

regards

Claude Eller

Hi James,

Thank you for the detailed solution idea.
2 clarifying questions:

This solution still includes having to add 6000 customer domains to an allowlist correct?
What's the point of using the automation to send the email to the customer instead of doing it via comment through the standard customer notification. In both cases we'd have the Ticket ID in the subject and the correct reply-to adress. So in either case when the customer ooo auto reply triggers it would be blocked by JSM email handler, unless I have the allowlist setup. So I don't understand the benefit of using the automation.

Regards,
Claude

Claude Eller

Hi there,

From my understanding there is no JSM Email handler settings you can change?
Since it's not blocked by our email handler but instead JSM (without letting us know btw) its an issue that stems from atlassian.

Arkadiusz Wroblewski

I think you should contact with Support.atlassian.com if they can provide some solution at scale.

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