Jira service desk customer email requests not receiveing error (bounce) if not on customer list

sharon wells

We are running the Jira service desk with customer permissions = Customers who are added to the project.

If a Customer who is not yet added to the project emails the correct service desk email address they do not get a message telling them that their request has not been accepted. This leaves customers thinking that they have submitted a request but both the customer and our service people do not know they have been rejected.

Is there a setting where they can be notified that the request was not accepted?

 

Andy Nguyen

Hey there Sharon,

Thanks for raising the question here.

For your info, this is a limitation in JIRA as well as JIRA Service Desk (JSD) at the moment, whereby there's no such feature to notify either a JIRA admin/JSD agent or the email sender in case an email fails to be processed.

You are suggested to vote on and watch these feature requests for future updates:

1. JSDSERVER-818 - JSD should send reply or notification when mail handler cannot create or update issue
2. JRASERVER-42007 - Send a reply email back to sender if JIRA could not process it

I hope this helps.

Best,

Andy