Does Jira Service Desk block customers with certain email domains from responding to a ticket?

[Abdi Sheikh]

Our system integration team currently uses EFD Service Desk as a helpdesk portal. We have it setup so that our customers may visit the helpdesk portal and log an issue. Once the issue is logged, the agent receives/sees this newly logged issue in JIRA. The agent can respond on the ticket (as a comment) and the customer should receive a notification via email.

Recently, we've noticed that our customers who use an email address with a '.mil' extension receive the comments from the agents on our team but when they respond to that email, their response does not post as a comment on the ticket. The ticket status also does not change - indicating that JIRA did not recognize/receive the comment to trigger this change in status.

When the same process is applied for a user/customer who has an email ending with a '.com' extension, the responses from the customer are posted to the ticket and the status is triggered to change.

Can you please advise on whether JIRA Service Desk rejects or is unable to accept certain email domains?

Regards,

Abdi Sheikh

[Nic Brough -Adaptavist-]

No.

If an email arrives, JSD processes it.  It doesn't care where the mail is from.

Either your .mil users do not have the rights to update issues, or your mail servers are dropping their mails.

[Abdi Sheikh]

Thanks for the response, Nic. All of these users with a  '.mil' account are setup as Service Desk Customers. They are able to access the portal using that email address and even log an issue (through the portal) in which we receive and track. The only issue is when we post a comment, they receive an email, and their response to that email is never posted on the ticket. We also receive emails from them on our local mail server here at our commercial site.

Do you have any thoughts on where we could check to see this restriction?

Regards,

Abdi Sheikh

[Nic Brough -Adaptavist-]

I'd want to look at the Jira application log <jira-home>/logs/atlassian-jira.log and look at turning the logging levels up.

That should tell you if the system is getting the emails and failing to process them into comments, and why they're going wrong.  It may also tell you that it's not getting them at all. 

My suspicion is that they're not arriving in the mailbox Jira is scanning, because JSD really has no code that looks at the addresses and discards things.  The other thought is maybe the email server or client your customers are using might be adding footers to the mail that Jira can't process, but that should show in the log.

[Abdi Sheikh]

We actually run Jira on the cloud for our project so we have no way of checking these logs.

[Abdi Sheikh]

Hello Nic,

Following up on our discussion last week, do you know if the logs apply to JIRA when running it on the cloud as we are for our project?

Thanks,

Abdi

[Nic Brough -Adaptavist-]

Ah, Cloud changes it all.  You don't have access to the logs, you'll need to raise this with Atlassian support to check what happens when you send these mails to it.  https://support.atlassian.com/contact

[Abdi Sheikh]

Great - we'll go ahead and log a ticket with Atlassian Support. Thanks for your assistance!