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

[Michael Gomes]

Hi 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

Michael

[Angélica Luz · Accepted solution]

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