Send auto reply email to domains on the BLOCKLIST

Christine Corona February 24, 2024

Good Morning, 

I would like to be able to send auto reply emails to users who submit a support request via email to a JSM project they have no access to, due to their domain being placed on the BLOCKLIST. 

Use Case: 

Client #1 can raise a support issue via email to xxx@supportdesk.com, this would populate in Support Desk JSM

Client #2 can send support issue via email to xxx@helpdesk.com, this would populate in Help Desk JSM

Client #1 tries to send a support issue via email to xxx@helpdesk.com domain, but @supportdesk.com is listed on the domain BLOCKLIST for the Help Desk JSM project and vice versa for Client #2.

We want to let the end user know an issue was not raised on their behalf because they don't have permission to send to that domain (or whatever the case may be). 

I've tried automation but cannot find the proper trigger for this particular event

I've reviewed the Incoming email global settings, but I don't see options to address my use case

Does anyone know of a way to accomplish this? 

 

Thank you in advance for any input, 

Christine

1 answer

0 votes
Joseph Chung Yin
Community Leader
Community Leader
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February 25, 2024

@Christine Corona -

At this time, I don't believe it can be configured inside of JSM out-of-box configuration.  In my experience, you may be able to work with your mail team to setup the auto-reply on your company's mail systems  (in our case we use Exchange).

You may want to reach out to Atlassian Support (https;//support.atlassian.com) for further assistance on this type of setup if any available within JSM configuration.  Or, you may want to search if there are any third party add-on(s) in Marketplace to support this.  The one that we use is https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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