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How can we enable SD sent from JIRA filter?

Yahpri Maxwell

A little over a month ago we noticed JIRA Service Desk projects started adding what appears to be "ghost comments" on tickets. Each time an email is generated by the system, (via customer comment, agent comment, any generic event), the notification is scanned back into the ticket by JIRA and noted as "this user commented" or "this user changed status of ticket", etc. I believe JIRA Service Desk email handler is not discarding emails from itself to itself and it normally does.

A cursory look at the processing log shows for a project BEFORE the issues shows that all emails sent from a service desk project , that were scanned back into the service desk project, were being REJECTED with detail "The message was rejected because it was sent from JIRA" and the handler states SD sent from JIRA filter. AFTER this issue the same sort of emails we expect to be discarded show as SUCCESS with no details and the handler is Service Desk Mail Handler. Does anyone know how to turn SD sent from JIRA filter back on somehow?

We've seen this impact several Service Desk instances versions in including JIRA Service Desk version 3.9.3/JIRA Core 7.6.3 and JIRA Service Desk version 3.10.0/JIRA Core 7.7.0, the latter is a "vanilla" install with a single service desk project migrated over.

Found these answers and unfortunately wasn't able to find the SD sent from JIRA filter because Service Desk isn't showing up as a managed add on. https://community.atlassian.com/t5/Jira-questions/Unable-to-turn-of-SD-Bulk-Filter/qaq-p/219239

https://community.atlassian.com/t5/Jira-Service-Desk-questions/display-auto-response-filter/qaq-p/842348

redacted SD sent from JIRA filter pic.png

Accepted answers

Brant Schroeder

What you are explaining does sound like the SD Bulk filter is disabled. You need to go to managed apps and change the filter to All apps. The service desk will then be displayed under the application component section. You will need to expand the modules enabled section to view if it is on or not. If 125 of 125 modules are enabled then that is not the issue. If there are less than 125 of 125 then you will need to see if it is the SD Bulk filter that is disabled and re-enable it.

On a side not why would your responses be going back into your service desk? Do you have the SD email added as a request participant?

All comments

Brant Schroeder

On a side not why would your responses be going back into your service desk? Do you have the SD email added as a request participant?

Yahpri Maxwell

Thanks for helping me navigate to the SD filters! I never thought to switch the filter to All apps. Unfortunately my theory is debunked as the bulk filter and sent from JIRA filters are both enabled in all the impacted JIRA environments.

The responses are going back into our service desk because when the notification schemes for our projects typically use the same address to send notifications, as they do to received tickets and responses to comments. For instance the Helpdesk@domain.com address, that customers send initial requests to, will also appear as the FROM address in emails for notifications from the SD project. When a customer replies to any ticket notification they are replying to Helpdesk@domain.com and in this problem scenario, the helpdesk@domain.com is getting added in as a request participant instead of JIRA realizing this is an email from itself. Helpdesk@domain.com will then shoot out another email that echoes the last action taken on said ticket. When this occurs the Internal directory has a Helpdesk@domain.com account. as well.

Our in house JIRA admin thinks that the internal directory is the problem and has disabled it, but that causes other issues for service desks enabled with public signup. Hopefully the above makes sense, if not I can include screenshots to illustrate the problematic sequence of events. Our in house admin is stumped on the issue.

Yahpri Maxwell

I'm accepting the answer because it does address my original ask. Thanks Brant. I'll start a new post for the larger issue if our admin asks for help again or hits a brick wall with Atlassian support

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