Emails rejected by JSM handler

ghata.singhal

I have a JSM project, configured with a custom email address.

The Channel access is open, as well as customer permissions allowed in system settings.

However, certain emails are still being rejected. How can I fix?

Oleksii Melnyk _MOY Apps_

Hi @ghata.singhal and welcome to the Community!

Since you’ve already confirmed that your channel access and global customer permissions are set to open, the best first step is to jump into your service project and inspect the Processing logs via Project settings > Channels > Email > View logs (see Atlassian’s guide on View the email processing and connectivity logs | Jira Service Management Cloud | Atlassian Support).

In my experience, the rejection boils down to one of three culprits:

1. Automated header filters (Bulk / Auto-reply / Delivery reports): JSM has strict built-in safeguards that drop emails tagged with headers like Precedence: bulk, auto-submitted, or automated DSN bounce notices. You can bypass this by adding the sender’s domain to your project’s allowlist under Email > Manage allowlist — check out the official KB on Troubleshoot Email Rejection in Jira Service Management Cloud | Jira and Jira Service Management | Atlassian Support.
2. Hidden required fields or workflow validators: An incoming email only maps the subject to Summary and the email body to Description. If the Request Type assigned to your email channel has mandatory custom fields without default values, or if your workflow has a strict validator on the Create transition, Jira will refuse to create the ticket.
3. Mail loop protection: If you are forwarding messages from an external mailbox and that mailbox address exists as a user in Jira, JSM may drop the message with a “Potential mail loop” or “Sent from within the project” error to prevent infinite notification loops.

Check the exact error message or download the raw .eml from the logs, and let us know what reason it gives if none of the above resolves it.