Auto-replies from request participants are not sent to Service Desk

Susan Ostreicher Community Champion Nov 02, 2017

We recently moved a support desk from a shared mailbox to JSD.  In the past, support agents would sometimes ask for input from non-agents by simply forwarding them the email.  Now we're handling this by adding the non-agent as a request participant. 

The problem is that when a request participant is out of the office, their auto-reply is not sent to JIRA.  The reply-to address in the JIRA notification is fine, but our admin explained to me that JIRA uses a different return-path that prevents auto-replies from being sent.  This is impacting our response time, because the question might go unanswered for hours or days until we finally follow up with the request participant via email and find out they're on vacation.  

Has anyone found a workaround for this issue?  Can the return-path be changed, either for free or by using an email handler plugin?  

Thanks for your help!

1 answer

0 votes
Susan Ostreicher Community Champion Nov 30, 2017

In case anyone else runs into the same question, I contacted Atlassian Support and learned that: 

So it seems there's not a solution that would let JIRA receive vacation responses from anyone involved in the ticket (reporters, participants, or agents). 

Thanks for following up on this @Susan Ostreicher!

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

392 views 1 13
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot