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

Suggest an answer

Log in or Join to answer
Community showcase
Emilee Spencer
Published yesterday in Marketplace Apps

Marketplace Spotlight: DeepAffects

Hello Atlassian Community! My name is Emilee, and I’m a Product Marketing Manager for the Marketplace team. Starting with this post, I'm kicking off a monthly series of Spotlights to highlight Ma...

37 views 0 3
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