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Catch Email Address does not work when sent to a "named" recipient

Chris Powers

We have an inbox setup to accept email tickets from staff and external users. We need to support two products so we have setup an alias on the inbox to support the second product.

Product 1: issues@product1domain.com (primary)
Product 2: issues@product2domain.com (alias)

We use two JIRA mail handlers and the Catch Email Address feature to divert the issue to the correct product. This alias works great when the email is sent from an external user (not provisioned in our Exchange). However, we have noticed this does not work when sent from internal staff. I have been investigating the behavior and I believe I have found the problem.

When the email is sent from an external address, the resulting headers of the email that JIRA reads is

To: "issues@product2domain.com" <issues@product2domain.com>

However, when sent from internal staff, the header changes to.

To: Issues <issues@product2domain.com>

When I test the mail handler, I get the following error for the email sent by internal staff.

Cannot handle message as the recipient(s) (issues@product1domain.com) do not match the catch email issues@product2domain.com

This seems like a bug to me.
1. You can clearly see issues@product2domain.com is listed in the header of both emails.
2. Why is issues@product1domain.com listed as a recipient. It is the username on the POP account but nowhere within the headers of the email in question.

Accepted answers

All comments

Andy Heinzer

I know there is an existing feature request to improve the logging in regards to the catch email address in Jira https://jira.atlassian.com/browse/JRASERVER-34570 I would agree that there should probably be some more improvements in regards to the way Jira logs this info.

It appears that this INFO level message can be thrown for each recipient in the to, cc, bcc fields of the processed message.

However if the logs in Jira are stating that the recipient is actually the domain on product 1, but the headers of the message all show product 2 domains, I could see how this would happen when the message is actually be taken from mailbox #1. And given that you mentioned the pop login appears to be this other domain #1 account, that likely explains why Jira is rejecting this as an invalid recipient when compared to the catch address #2. The fact that exchange is using these as aliases is confusing mail in regards to where this message exists.

The mail handler documentation might not make this as clear as it should be, but so far with the information at hand, I'm not convinced this is actually a bug in the mail handler.

Perhaps it would be better to use the default reporter option instead of this catch email address in order to be able to create new issues from all users instead.

Chris Powers

somethingblue

Hi Chris,

I have been notified that the issue has been resolved on the support side and I wanted to recap so hopefully others can benefit from the proposed solution as well:

You noticed a problem in the previous POP3 test. It appears the test was done with an email sent externally. When the attempt was made with an internal email you were able to determine the headers received by a POP3 client were in fact different.

Hopefully all is well at this point as the issue has been closed. If you're set, go ahead and accept this answer or Andy's initial answer so others can benefit when searching the community.

Cheers,

Branden

Chris Powers

Hi Branden,

Your summary is correct.

I would suggest keeping this ticket open a little longer. I am working with support on the Microsoft side to investigate this odd behavior. Still working though it with them.

I will post back as that investigation progresses.

somethingblue

Thanks for letting us know and let us know when you have an update!

Chris Powers

One other thing Branden,

If you have another customer report this, the Spiceworks link reports the issue but incorrectly describes the behavior in the "Best Answer".

From Spiceworks:
{quote}
Outlook will do a lookup when you send a mail to find out which "account" the alias belongs to. The mail will then be sent to that "account", rather than the email address they enter.
{quote}

That is not what I see. In my testing, Outlook always shows the correct recipient - it is always what is specified by the sender (alias or primary / external or internal). So clearly within the mail server the right recipient is recorded. If there is a lookup, it doesn't happen at the time the email is sent (as Spiceworks best answer indicates), but rather when the POP3 client retrieves the email. This is why I did not accept your previous answers. Once I interacted with the mail server at the POP protocol level and saw the behavior myself, I was able follow what you guys had been telling me.

So this seems to me to be a problem with how Exchange supports POP3 clients. My guess is they do things differently for POP3 vs. EAS/MAPI/etc.

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