We are not receiving replies from our organizational customers to support requests when the replies

Question

Replies from organizational customers are not being received in our support tickets when the responses originate from the customers’ Jira systems. For example. tuki@vihta.com, tuki@mylab.fi.

This picture is from Jeti incoming email log:

How we can fix this problem?

Arkadiusz Wroblewski · Answer

Hi @Salla Aaltonen

One thing to add to Jeroen's and Mihai's answers.

The screenshot confirms that JETI received the emails but skipped them because they originated from Jira.

After adjusting the filters, you can recover those messages under Email This Issue → Incoming Mail Queue → Skipped by using Requeue.

https://docs.meta-inf.hu/email-this-issue/administration/incoming-mail-queue

Test one message first to confirm it reaches the correct ticket. Reprocessing Jira notifications can cause email loops.

Are these customer responses from Jira Service Desk or automated notifications? It’s crucial to know before allowing those messages through.

Best,

Arek🤠🧙‍♂️

Mihai_LeanZero · Answer

After unticking that filter, mind the next one. Jira Cloud notifications carry Precedence: bulk (JRACLOUD-77537). If "Filter out bulk emails" or the auto-reply filter is ticked on the handler, the same vihta and mylab mails come back skipped under a new reason. Check the log after the change.

And the reject filters apply across every handler on that incoming connection. One handler still filtering skips the mail for all of them.

Watch the first few tickets too. Two Jira sites mailing each other can ping-pong, your notification turns into a comment on their side and comes back as one on yours. That's what the fingerprint filter was there to stop.

Haven't tested it between two live sites, going off the app's filter docs.

Jeroen Poismans · Answer

Hi there,

You mentioned JETI, so I assume Jira Email This Issue app? In that case this is a setting in the app configuration under Reject Filters as explained here:

https://docs.meta-inf.hu/email-this-issue/adding-editing-a-mail-handler/email-this-issue-for-jira-cloud-filters#reject-filters

Especially this section seems to describe the behaviour mentioned:

Filter out emails sent from Jira: This feature filters out emails sent from a Jira or Email This Issue Cloud instance. It checks the presence of X-JIRA-Fingerprint and X-JETI-Fingerprint headers and filters the email if either is present.

Hope this helps!