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

Claude Lavillonniere July 31, 2017

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

 

 

 

 

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Boris Berenberg - Atlas Authority
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July 31, 2017

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

Claude Lavillonniere July 31, 2017

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

 

Boris Berenberg - Atlas Authority
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July 31, 2017

Can you de-activate the user in JIRA?

Claude Lavillonniere August 1, 2017

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

 

Boris Berenberg - Atlas Authority
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August 1, 2017

What if you disable the user in AD?

Claude Lavillonniere August 3, 2017

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

Claude Lavillonniere August 9, 2017

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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