How to change the service desk response email in Jira Service Desk?

[Anton Alfred]

I am following the instructions here

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

We have an email setup e.g servicedesk@abc.com on the service desk as custom email.

While this allows the email to be received from the customers, when a response is provided to the ticket the email that goes out does not say as servicedesk@abc.com instead it goes as jira@abc.atlassian.net 

We do not want any Jira related email to be present in the ticket, everything should be based on the servicedesk@abc.com

How do I configure this? 

[Nabil]

Hi Anton,

To be able to send a response by a custom domain, you would need to configure your project email address as outlined in https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html

Be sure to look into the part where Configuring Jira Cloud to send emails on behalf of your domain

[Anton Alfred]

Hi Nabil,

You have overcomplicated this setup, why should I go and create all these records in my Domain records just so that you can verify if I am the owner of the domain.

What was needed is after I provide a notification schema, you would use the mail server of the configured email provider to actually send the mail. You don't need to impersonate an email address.

This is the same setup for receiving the email. An email address, the password and required details to use a remote email server. What you are attempting to do is using your own mail server and trying to impersonate the email address provided to you.

Let me know if this feature is available.

Thanks

Anton

[Nabil]

Anton,

I assume you are using Jira Cloud since you linked a Cloud documentation and hints of a Cloud instance "abc.atlassian.net"

Configuring the outgoing (SMTP) mail server is a restricted function as outlined in https://confluence.atlassian.com/adminjiracloud/restricted-functions-in-jira-cloud-applications-776636921.html 

Hence, I suggested the impersonation since you wanted the email to show as coming from servicedesk@abc.com instead of jira@abc.atlassian.net

[Anton Alfred]

Hi Nabil,

I don't like this approach as now the sent mails would not have the notifications sent.

Anyway I am going ahead with the configurations.

We did the following.

Created the organization, went to domain, added the domain, took the 

"Add the txt record below to the DNS host of the domains you want to verify"

 added the TXT record to the domain.

When following the instructions here 

https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-900996548.html

We are getting the following error when adding this record 

s1._domainkey IN CNAME s1._domainkey.atlassian.net.

Enter either an @ or a valid host name.

What should be the actual points to in the CNAME?

The email change comes with the following error as expected

DKIM validation failed for this domain.

Thanks

Anton

[Anton Alfred]

Am I going to get a response

[Nabil]

Hey Anton,

It appears that you were facing a bug reported at https://jira.atlassian.com/browse/ID-6537

Could you provide me your instance details so I could provide the workaround? 

[Anton Alfred]

you mean our URL, should I put this in the public forum or do you have a contact for me to send. I am on the cloud version, do look me up and you can find the instance name

[Anton Alfred]

Hi Nabil,

Can you please update the same.. 

Regards,

Anton

[Nabil]

Anton, I have created a ticket at https://getsupport.atlassian.com/ for you.

You should receive a notification that a ticket is created for you.

Thanks.

[Melissa]

@Nabil I was able to get this connected but no email is sent when testing. You referenced Configuring the outgoing (SMTP) mail server is a restricted function as outlined in https://confluence.atlassian.com/adminjiracloud/restricted-functions-in-jira-cloud-applications-776636921.html  however the link doesn't work anymore. How do I ensure the configuration is set up after the domain is verified?

[Melissa]

Actually  I'm not sure I even need to do that since I'm not trying to use an existing email account. I just want to have our domain on a notifications@connect.tassl.com

[Nabil]

Hi @Melissa. You can refer to https://confluence.atlassian.com/adminjiracloud/functional-differences-in-jira-cloud-products-776636921.html for the new link. Sorry about that.

To set your emails to be sent by notifications@connect.tassl.com, you would need to configure the project email. See https://confluence.atlassian.com/adminjiracloud/configuring-email-notifications-776636790.html. You would also need to set the SPF and DKIM as mentioned in https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-900996548.html

[Marcq Stéphane]

Hello, can't access this link : https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-900996548.html?_ga=2.117715341.563514461.1576486111-941102809.1563515129

I have a Forbidden message :

Looks like we’re off the beaten track

They say that all roads, lead to Rome.

But we’ve lost our way, so let’s try going home.

Head to our documentation homepage that does exist.

[Zowie Stenroos]

Hey,

Check is site out:
https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-979428371.html

Found it via:

https://jira.atlassian.com/browse/ID-6537?jql=text%20~%20%22configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain%22

[Anton Alfred]

The support didn't do much, it could be a documentation error. After playing around with multiple settings this is what finally allowed the CNAME record

s1._domainkey.   IN       CNAME    s1._domainkey.atlassian.net

s2._domainkey.   IN       CNAME    s2._domainkey.atlassian.net

Note:

The additional . (dot) at the end of the s1 and s2._domainkey.(Add dot)

The removal of .(dot) at the end of the points to namely s1._domainkey.atlassian.net (No dot)

Please correct the documentation and have a proper process of verification going forward.

Documentation link https://confluence.atlassian.com/adminjiracloud/configuring-jira-cloud-to-send-emails-on-behalf-of-your-domain-900996548.html