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Auto reply when user is not in the organisation, instead of just dropping the mail


Is there a way to send a reply to a client who emails in a ticket request, but their email isn't in their Organisation list? At the moment if their email isn't in the list the message just gets dropped and the queue says "FAILED - Signup is not currently available" or "FAILED - You don't have permission to access this service project", but no feedback for the user.  An auto reply email with something like, "Your email has not been received as you are not listed as accessing this project" would be helpful.

Any ideas? Thanks.

1 answer

1 accepted

3 votes
Answer accepted
Brant Schroeder Community Leader Dec 13, 2021

@Niall Trundle welcome to the Atlassian community 

There is nothing in the delivered application to do that.  I would suggest just setting up an auto response rule on the email account being used by your company to receive email requests.  Hopefully it is on your mail server.  If you are using the Atlassian email account this would not work.

Hi Brant,

Yea I figured that. It would just get too messy to do it on the email account, as the list would need updating in multiple places and something will invariably slip through the net.

Thanks anyway. :)

Brant Schroeder Community Leader Dec 14, 2021

@Niall Trundle if all the emails you want to go through come from a single domain then it would be one rule with no maintenance.

@Brant Schroeder 

No we are using this for clients, so there are multiple domains. We onboard a client and add them as an Organisation in our Jira service desk project, with all of the relevant "customer email addresses". The problem arises when someone in the clients company (that hasn't been added to the project) sends a mail to our Jira mailbox to raise a ticket. We have been pushing them to the portal to alleviate it, but there are still some who will ALWAYS email! :)

Like Brant Schroeder likes this

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