The sender address issue in emails sent by Jira Service Management

Deniz Kibar July 16, 2024

 

The 

 

2 answers

0 votes
Deniz Kibar July 17, 2024

H

0 votes
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 16, 2024

Hello @Deniz Kibar 

Welcome to the Atlassian community.

Are the customers responding directly to the emails sent to them through Jira, and those responses are not getting updated into the support cases?

Or are the customers trying to send you new support requests by directly sending messages to that email? If that is the case, did you configure Jira to allow your customers to create support requests by sending emails?

Deniz Kibar July 17, 2024

Hello,

Customers 

 

Deniz Kibar July 17, 2024

In 

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 17, 2024

That email was not sent as a Notification by your Service Management project. That email came from an Automation Rule.

Automation Rules use the default, global email address defined for non-Service Management project notifications - jira@<yourJiraUrl>. This cannot currently be changed. Customers cannot communicate with your Jira system through that email. Customers need to use the email associated with your Service Management project.

Your Service Management project notifications use the Reply-to address set up in Project Settings / Email Requests.

 

Screenshot 2024-07-17 at 9.04.59 AM.png

 

You might want to consider not using Automation Rules to send emails to your Service Management customers to avoid confusing those customers.

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 17, 2024

I found this KB about enabling customers to reply to Automation-generated emails and have the replies get added to existing JSM tickets as comments.

https://confluence.atlassian.com/jirakb/replying-to-email-notifications-from-the-automation-rule-to-be-added-as-comments-to-existing-issues-1255445743.html

But you said the customers are trying to create new issues by emailing that address, so that is not quite the same situation.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
AUG Leaders

Atlassian Community Events