Replys for the support@ are being routed to a different internal E-Mail

[Mathias Nimor]

Good day, we are having an Issue with our Service-Desk.

Outbound emails from Jira are being sent from our internal support@ address. However, when a customer replies to these emails, their responses are occasionally being routed to an unrelated employee's address instead of staying within the correct ticket. Although all interactions are recorded within said ticket, this unintended internal address is being included without any clear reason.

Furthermore, this issue also affects the creation of new tickets. When an external address sends an email to support@, a new ticket is created, but the same unrelated internal address is involved. This is particularly problematic because the employee in question is on holiday, resulting in auto-reply messages being sent to both the customer and the Jira ticket.

Additionally, please note that the employee's account has admin rights.

Any assistance or insights you can provide to resolve this issue would be greatly appreciated.

Kind regards
Mathias

[Gregory Chavez]

Hello, @Mathias Nimor 

You’re experiencing a frustrating issue with your Jira Service Desk email routing. Here are some steps and insights that might help resolve this problem:

1. Check Email Settings and Rules Email Handlers: Ensure that your email handlers are correctly configured. Misconfigured handlers can cause emails to be routed incorrectly see here: https://confluence.atlassian.com/servicemanagementserver/troubleshooting-mysedgwick-issues-with-the-email-channel-939926309.html.
Forwarding Rules: Verify that there are no forwarding rules set up in your email system that might be causing emails to be sent to the unrelated employee’s address.

2. Verify User Permissions and Roles Admin Rights: Since the employee has admin rights, check if there are any specific rules or automations set up under their account that might be affecting email routing. User Roles: Ensure that the roles and permissions for all users are correctly set up to avoid unintended email routing.

3. Review Automation Rules Automation Rules: Check for any automation rules in Jira that might be causing emails to be routed incorrectly. Sometimes, automation rules can inadvertently include unintended recipient. Notification Schemes: Review your notification schemes to ensure that they are correctly configured and do not include the unrelated employee’s address.

4. Email Channel Configuration Default Request Type: Ensure that the default request type for the email channel has visible Summary and Description fields. Email Puller: Verify that the Email puller is on in Global mail settings.

I hope this info is helpful to you.

Best Regard,

Gregory Chavez