Mailbox Aliases Cause Runaway Looping Condition

James_Mclellan

This observation may not be a bug, per-se, but it's certainly something users will want to avoid.

Some of our Service Desk inboxes have multiple aliases for the same box. For example: support@acme.com, support@acmeco.com, ...

When a user e-mails the one of these aliases, the alias is added as a customer and listed in the ticket participants.

In the event of any comment notification -- the notification is e-mailed to the alias e-mail address participant, which is routed back to the Service Desk inbox and treated as a new comment, which triggers another round of notification. 

This looping can be pretty high speed, and cause a great amount of customer frustration.

I solved by adding a ScriptRunner script to remove any inbox alias from the participant fields. 

 

Has anyone else encountered this?

somethingblue

Hi James,

In your mail handler do you have it set to create new users?  To check this you'll need to go to System Administration > System > Incoming Mail Servers > Mail Handlers and view the JIRA Mail Handler.

If that is checked, try unchecking the create new user box and see if the behavior continues.  As you can see from the Creating issues and comments from email knowledge base article and the Managing the email channel knowledge base article these are two different email channels and they behave differently.

Let me know if that helps.

Cheers,

Branden