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display auto-response filter


We set up the email forwarding from gmail address to JIRA to create tickets automatically, and I see the tickets aren't created automatically if the email has auto-response setting. 

https://<jira host url>/secure/admin/SDMailInfo.jspa

The message was rejected because it is auto-reply mail. 


Is there any way to disable this?


2 answers

Hi Makoto, Your Jira is Cloud or Server?

Currently, the Email processor from under the Global Mail Settings will filter out:

  • auto-replied emails
  • mails marked as spam
  • delivery status notifications
  • emails originating from a JIRA instance

In certain situations, automatically generated emails from alarm systems or automatically forwarded emails, can have a different value than "no" set for the Auto-Submitted header of the email.
This will cause the email to get filtered out and not get further processed.
The AutoReplyMailFilter filter will prevent these kind of emails from creating issues in Service Desk.

Please provide an option to white-list email addresses to prevent them from being discarded as invalid emails under the Service Desk Email settings.
Alternatively, provide an option to disable any of the above mentioned mail filters from the Service Desk Email settings section


NB: This workaround is not possible in Atlassian Cloud.

  1. Navigate to Administration - Add-ons - Manage add-ons
  2. Look for JIRA Service Desk plugin and expand the section
  3. Expand the XXX of XXX modules enabled
  4. Disable these responsible modules of Service Desk:
    • SD Bulk filter(sdBulkFilter) for messages marked as spam
    • SD sent from JIRA filter(sdJiraFilter) for messages originating from a JIRA instance
    • SD auto reply filter(sdAutoReplyFilter) for messages with a different value than "no" set for the Auto-Submitted header


 The provided workaround will apply to all emails processed by the filter, which can cause incorrectly created issues. Being able to white-list addresses should prevent this from happening.

Hi, thank you for the answer. We use Atlassian Cloud. So does this mean there is not work around to filter auto reply filter if we use JIRA cloud?

Any update about this? There has been a mistake in the filter in my Cloud instance as well. 


WE need this as well from Cloud.

We need as well for Cloud!!!

Also impacted by this :(

I'm using JIRA Service Desk 3.16.0and JIRA Service Desk is not present in add on list.

Where can I do this configuration on server version?

Thanks in advance

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