Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
Level
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Could you please investigate why we are getting errors in emails.

Processing Log.PNGConnectivity Log.PNGHi I am with SDG and investigating the reason why some of the emails are bouncing back and getting errors. 

Please see attached folder with screen shots and small videos about them.

Thank you

MichaelConectivity log.PNGHealthCheck 2.PNGConnectivity log.PNGProcessing log.PNG

1 answer

1 accepted

1 vote
Answer accepted

Hello @Michael Gomes,

Thank you for reaching out to Atlassian Community!

The error "The message was rejected because it was sent from JIRA" means that notifications are being sent to the project mail handler and it’s rejected because it’s from Jira itself. 

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

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

Therefore, the emails are rejected when they were sent from @domain.atlassian.net because they are treated as emails originating from a Jira site.

Just clarifying:

  • A customer sends an email to support@domain.com and a ticket is created.
  • The customer receives the notification and adds support@domain.com as CC, so this email is added as a participant.
  • Participants receive notification, as any other customer, support@domain.com will receive notification from comments.
  • As support@domain.com processes emails to open a ticket, it will receive the notification from jira@domain.atlassian.net and it will forward the email to your instance and it will try to open an issue with the comment it received.
  • Jira will reject this email because it is sent from Jira itself.

With this said, you need to go to the ticket LS-4, LS-14 and any other that is listed on the log with this message and check if the email jira@domain.atlassian.net is a customer in the ticket and remove it from there. Customers on a ticket are reporters, participants, or members of an organization.

Regarding the Failures on the Connectivity log, it’s common to see those errors because Jira is trying to pull emails every minute. On the “Since” column we can see that it’s only a minute or two between Failure and Success and the emails that were rejected were not due to these errors. 

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

Suggest an answer

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

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

278 views 16 17
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