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we have complaints from our customer that JIRA SM is to communicative regarding notifications sent to incoming automated mails. Since there is no direct way to opt-out mail addresses (should be a high priority on the roadmap!) we tried to go with the solution of automation as described here:
Technically it works, but it seems that this "dirty trick" has some other disadvantages:
1. it looks like replies to these automation generated are NOT added as comments, but create new requests.
2. The stripping of the mail content is not working, the whoe mailchain is added to the JIRA SM request.
For the second part, is there a possibility to implemt the part from the cuustomer notification:
Reply above this line.
into the mail generated by the automation?
I found that handling email in JSD lacks some very basic features. The suggested workarounds may be valid, but involve implementing of automation rules or other detours. Why can't I simply opt-out customers? In the case of system generated or no-reply emails, there should be an option to activate the opt-out on behalf of the (not existing) customer with a simple click. Setting the customer account to disabled as suggested by Andy Heinzer is no solution, as no more tickets would be created. We use this option only for Spammers because there is no other useful way to clean up SPAM tickets without notifying the Spammer.