Issue with Forwarding Freshservice Tickets to JSM Project Email

Mahipal Singh February 4, 2025

Hello Team,

I have admin access in both JSM and Freshservice, using the same account for both systems. When I send an email to my project email ID (e.g., project_name@domain.atlassian.net), a ticket is successfully created. However, when I use the forwarding option in a Freshservice ticket and enter my project email ID in the "To" field, I receive an error with the message "Reject" and details stating "Auto Reply Mail." This happens because the email is being sent from Freshservice's ITSM tool email address (e.g., domain_name@Freshservice.com).

Additionally, when one of my team members, who doesn't have a Jira account, sends an email from Outlook to my project email ID, they receive an error with the message "Failed" and details saying, "Sorry, self-signup is disabled for this help center. You need to be invited first."

The goal is that we provide customer support through Freshservice, but our third-party vendor uses JSM. Whenever we need to collaborate with the vendor or raise an issue, we want to forward the Freshservice ticket to their project email, so a ticket gets raised in their JSM account, allowing us to transfer comments.

Could anyone please assist in resolving this issue?

Many thanks!

1 answer

0 votes
Bruna Silva
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 6, 2025

Hello @Mahipal Singh,

Thank you for reaching out to Atlassian Community!

Auto Reply Mail - SD auto reply filter

The SD auto reply filter rejects all emails containing the auto-reply headers. In other words, this happens when the auto-submitted headers contain the keywords auto-generatedauto-replied, or auto-notified, which causes Jira Service Management to reject those emails.

To prevent this from happening, you can add the domain to the allowlist so that the emails are never filtered out, regardless of their content:

Sorry, self-signup is disabled for this help center. You need to be invited first.

There are several factors, and sometimes a combination of them, that can cause this behavior. We have a document that details the potential causes and provides solutions on how to resolve it:

If you have any other questions about this, please let me know.

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