Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can't figure out email loops (service desk) Edited

Hey everyone, I'm not sure why this is happening, but we keep getting email loops in certain situations. It seems to be random who causes it, but as best as I can figure out, this is what is happening.

 

1.) Someone emails our old service desk email, (eg. support@companyname.com). 

2.) That email gets forwarded to our jira service desk email (eg. jiraemail@companyname.atlassian.net)

3.) If the user doesn't have an account, we allow anyone to email the service desk and create tickets, so they should get an account. 

Default assignee is unassigned. 

4.) Ticket is created. But sometimes we get an email loop and it lists our project lead as the submitter. It seems to stop eventually (I think I set the max # of emails setting to something like 4 or so every 10 minutes to prevent loops, so I think that is stopping it)

 

Most of the time this works fine. Occasionally we get loops though, and the ticket is submitted under our Project Lead's name instead of the submitter. It looks like this might happen when the person emailing us is new and not listed as a customer, even though we allow anyone to email our service desk and create tickets. I'm not sure how I'd fix this even if I knew what was going wrong though. 

 

Previously we had email looping issues with service now. One customer's service now ticketing system would email ours any tickets related to our software. Jira would block emails from service now though so we had them send the emails to our project lead instead of our support email to get around that. I don't think this is related, because the emails causing looping aren't coming from that customer, but who knows. 

 

 

Here's what my logs look like for the current incident. A single success followed by two rejects for one email they sent, then they sent another email about a different issue and that succeeded, but then there was a rejection. 

email loop logs.png

1 answer

Can you please confirm if Jira receives mails through forwarding/redirecting of your support email adress or if jira is actually connected to the mail account via login?

I've the suspicion, since jira probably sends confirmation mails to your support address, those get also recognized as issues mails but as jira is also the sender of those they get filtered.

Right now jira receives mail forwarded from our support email. We just switched support desk providers and wanted to keep the email consistent. 

 

That makes sense that jira's response looks like it's trying to create a ticket, so it gets blocked. But it appears that sometimes it isn't blocked and still creates a loop. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

241 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you