Messages from address on allow list still rejected "because it is auto-reply mail"

[Nick Read]

We receive emails from mainly one domain: @examplecustomer.com, which is on our allow list. 

Most emails are received OK, but there's one specific email (service.desk@examplecustomer.com) where the email is rejected and we receive the "The message was rejected because it is auto-reply mail" error. 

I'm told this is because the email sent from "service.desk@examplecustomer.com" is being configured with the header Auto-Submitted: auto-generated, so it's being filtered by the email handlers of Jira even though the domain is on our allow list. 

Emails from service.desk@examplecustomer.com with a blank/different header work fine.

I would like this not to happen please. I don't want to have to ask our customer to change their header settings just on our account, especially if the domain should be on the allow list.

Any help appreciated. Thanks

[Angélica Luz]

Hello Nick,

Thank you for reaching out to Atlassian Community and thank you for sharing the details.

Jira Service Desk is currently configured to drop/reject any messages it detects that is an Auto-Reply, Marked as Spam, a Delivery Status Notification, or an email that originated from JIRA (ex: JIRA notification); the filters as explained under troubleshooting-jira-service-desk-incoming-mail are as follows:

AutoReplyMailFilter - This filter rejects auto-replied emails. If Auto-Submitted header in an email has a value different from "no", that email will be considered as auto-replied emails. Ref: http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywords.xhtml

BulkMailFilter - Some emails will be marked as "spam" by the mail server. This filter will reject those emails.

DeliveryStatusMailFilter - Some mail service will send delivery status notification emails to let the sender know the status of the sent email. This filter will check whether the "multipart/report" header contains "report-type-delivery-status" OR in case of a bounce message, the "Return-Path" header of the email has null email address ("<>"). Ref:Bounce_message#Causes_of_a_bounce_message

SentFromJIRAMailFilter - This filter will check whether an email was sent from a JIRA instance. All JIRA notifications will have "X-JIRA-FingerPrint" in their header.

Now it's possible to add domains to the allow list, but it's not possible to disable the bulk filter, so emails with the header Auto-Submitted may still be rejected.

There is a feature suggesting the implementation of such ability:

• As an admin I want the ability to configure the *Bulk Settings* used by the Service Desk mail handler

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica