Issue with "Auto-submitted (auto-replied, auto-generated, auto-notified)" Filter in Email This Issue

[Hila Federovsky]

Dear Atlassian Support,

I am encountering an issue with the Email This Issue plugin in my Jira instance. Specifically, the Auto-submitted (auto-replied, auto-generated, auto-notified) filter does not appear to be working as expected.

Problem Details:

• Incoming emails that are marked as automatic replies (e.g., Out of Office responses) are still being processed by the mail handler and added as comments or updates to Jira tickets, despite the auto-submitted filter being enabled.
• These emails include a subject header such as "Automatic reply: X" and contain automatic reply text in the body.

Expected Behavior:

Emails with the Auto-Submitted: auto-replied header should be filtered out and not processed into Jira.

Actual Behavior:

Emails with the Auto-Submitted: auto-replied header are still processed by the mail handler, leading to irrelevant updates in Jira tickets.

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Steps to Reproduce:

1. Configure an Email This Issue handler with the Auto-submitted (auto-replied, auto-generated, auto-notified) filter enabled.
2. Send an email with the following characteristics:
   • Subject: "Automatic reply: X"
   • Headers: Contains Auto-Submitted: auto-replied.
3. Observe that the email is processed and added to Jira as a comment or update, despite the filter being enabled.

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Environment Details:

• Jira Version: [Your Jira version, e.g., Data Center 12.12]
• Email This Issue Plugin Version: [Plugin version number]
• Mail Server: [E.g., Exchange, Gmail, etc.]
• Email Handler: [Name of the configured email handler]

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Request:

Could you please:

1. Confirm if the Auto-submitted filter is expected to work with the Auto-Submitted: auto-replied header?
2. Investigate why these emails are still being processed.
3. Suggest any configuration changes or patches required to resolve this issue.

I am happy to provide further details, logs, or testing results if needed.

Thank you for your assistance. I look forward to your response.

Best regards,
Hila
Jira Administrator

[Walter Buggenhout]

Hi @Hila Federovsky and welcome to the Community!

Since Email This Issue is a marketplace app (by MetaINF), you might get faster / accurate support for this issue by reaching out the app vendor directly.

You can find their contact details on the vendor's marketplace listing page.

Hope this helps! 

[Istvan Ascarza]

Hi Hila!

I'm István Ascarza from the META-INF support team. 
The auto-submitted filter should filter out auto-submitted (auto replied, auto-generated, auto notified) emails such as Out of Office mails. 

This includes emails with header Auto-Submitted set to anything else but "no".
In order for us to be able to investigate why the emails are not filtered in your case, please open a support request on our Customer portal and send us the following details. 

• A screenshot of the mail handler configuration
• A screenshot of an email log - with debug mode enabled (debug mode can be enabled on the edit screen of the mail handler)
• An example email in .eml format 
• You can reach our customer portal here: Customer portal 

Looking forward to your request, so that we can investigate this behaviour and help you find a solution. 

Best regards,
István

META-INF support team 

[Joseph Chung Yin]

@Hila Federovsky 

Welcome to the community.  I agreed wtih @Walter Buggenhout stated as your add-on is provided by a third party vendor to your Jira DC env, you need to contact the vendor to obtain their technical support on your ask.

The add-on is not a part of Jira DC out of the box provided by Atlassian.

Hope this helps.

Best, Joseph Chung Yin