In order to add an email address to a service project, must it come from a verified email domain?

[Erin Blomert]

Does anyone know if it is necessary to add a domain to the email domain settings before you can use an email address from that domain in a service project?

[Cristian0791 · Accepted solution]

Hi Erin,

Yes, it is generally necessary to add a domain to the email domain settings before you can use an email address from that domain in a Jira Service Management project. Here’s why:

1. Domain Verification: Adding a domain to the email domain settings verifies that you own or manage the domain. This is a security measure to ensure that only authorized domains are used for sending and receiving emails through Jira Service Management.

2. Email Channel Configuration: Once the domain is verified, you can configure email channels for your service project. This allows you to set up custom email addresses for receiving and processing support requests, ensuring they are correctly routed to the appropriate service project.

To add a domain:

• Go to the Jira Administration settings.
• Navigate to System > Email settings.
• Add and verify your domain by following the on-screen instructions.

Once the domain is added and verified, you can configure your service project to use email addresses from that domain for sending notifications and receiving requests.

[Erin Blomert]

Thank you for clarifying!  I had missed it in the official steps and was troubleshooting.

[Joseph Chung Yin · Accepted solution]

@Erin Blomert -

Yes, domain must be verified/validated.  Please advise on what is your reasoning wanting an unverified domain for this setup?

Please review the the KB articles on properly configure the setup from Atlassian -

https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/  

https://support.atlassian.com/organization-administration/docs/what-are-the-steps-for-setting-up-custom-email-addresses/

Hope this also helps.

Best, Joseph Chung Yin

[Erin Blomert]

Thank you for clarifying!  I had missed it in the official steps and was troubleshooting, it's not that I actually wanted the domain unverified, I just thought the verification occurred when adding the email on the project at first.

[Joseph Chung Yin]

@Erin Blomert -

If my suggestion also helped you.  Please click on Accept answer again my entry when you have a chance.

Best, Joseph

[shib saha · Accepted solution]

Hi Erin Blomert ,

Yes, it is necessary to verify the domain to use the custom email in the service project.

If you don't want to use your own custom email for receiving the customer request in your service project, this configuration is not required.

Hope this will be helpful.

Thanks,
Shib

[Erin Blomert]

Thank you for your response and clarification!