Ticket creation by email: the request email channel user is added in Request participants

With Jira Service Desk 3.6.0, I configured an Email request channel

When a ticket is created the owner of the incoming maibox is added to the reqest participants.

How to avoid that, that mailbox receive the JSD notifications and process them





1 answer

Why is the inbound mailbox that of an actual user in JIRA? This seems like an odd choice.

Jira is linked to our corporate Active Directory domain and contains all users including that mailbox user

Note that it is an Exchange server and we can't create it without a user


Can you de-activate the user in JIRA?

I can't de-activate it because it is an external user (active directory) and JIRA don't allow deactivation for such type of user


What if you disable the user in AD?

As a workaround we added a rule in the Exchange Server to discard the notification mails from the JIRA server.

It's enough to avoid JIRA to re-process them

In fact it is a configuration error: the maibox has several email addresses. We must choose the right one (what jira as in from) to avoid the mailbox user to be added in the participants list

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