Service Desk does not pickup incoming emails from other Service Desk installations

Question

Hi,

We recently started to use JIRA Service Desk. It works mostly okay.

One of the things that doesn't fully work is that when our support mail inbox receives support requests from other organisations' support/service desk-tools, our Jira Service Desk installation does NOT pick up these emails.

From what we understand, this might be by design as to avoid creating loops amongst support/service desk tools.

Can this be solved in any way? As it is now we need to work with both our old email solution as well as our newly installed JIRA Service Desk, which is something we would like to avoid.

Thanks!

Kind regards,
Andreas

Shannon S · Answer

Andreas,

Can you let me know if those other service desks are Jira or are they running another product?

If emails are coming from another Jira instance then it won't work.

If this is the case, have a look here:

* JIRA Email Finger Print

There's a related feature request below:

* JRASERVER-44107

If this affects you then please feel free to comment on it with your usage case and vote in order to help improve the likelihood of such a feature being implemented.

Let me know if you have any questions!

Regards,

Shannon

Andreas Beskow · Answer

Hi Shannon,

We have implemented as suggested, but unfortunately it doesn't solve our problem. JIRA / Service Desk doesn't pickup emails from certain senders, i.e. with the following headers:

Precedence: bulk
Auto-Submitted: auto-generated

Are there any other tricks we can try in an attempt to solve this?

Thanks!

Kind regards,
Andreas

Andreas Beskow · Answer

Thank you Shannon,

I believe this is what we're looking for.

Kind regards,
Andreas