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Emails bounce back - when replying to the ticket from outlook.

Hi Team,

I need help with setup as when we are trying to reply back from outlook to the ticket it bounces back for two users but not for the other one user.



Can anyone please suggest the solution to this - Thanks 

1 answer

0 votes
Brant Schroeder Community Leader Mar 24, 2021

@Shivam Chandel 

Are all three users customers on the service management desk?  If your desk is not setup to allow anyone the user will need to be setup as customers.  You can check your settings in Project Settings -> Channels - > Customer Permissions   That "Choose who can send requests to “...... or the portal :" If it is not set to Anyone on the web then you will need to make sure that they are setup as customers.

Hi Brant,

Upon checking the permissions - yes 

It is set for anyone on web and customer sharing is activated too.

What actually is happening is that if user ion raising a ticket and we are trying to reply to ticket via outlook it automatically crates a address for eg user@jira..... and as this address is not the valid one it bounce back.

Brant Schroeder Community Leader Mar 25, 2021

@Shivam Chandel 

If you go to project settings -> notifications -> notifications email what are you seeing there?  Is it the email address that is bouncing?  If so update it to the proper email address.

email added is one which user use to create a ticket.

But when ticket is created and we hit reply from email in that case instead of replying back to ticket it replies back to some email for user having Jira domain in it and it bumps back.

Brant Schroeder Community Leader Mar 25, 2021

can you provide a screenshot of the notifications page above and the email configuration page under channels on the service desk?

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