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Unsure why responding to email from Jira intermittently changes the To email address

Hi all,

About 2 months ago we setup an email address that is designed for us to send suspicious emails to. We have integrated this with Jira where Jira scans the inbox of this email address and creates a ticket of any that have been found. - This works great.

 

We also have emails being sent from Jira in the form of notifications, say someone created a ticket, then a notification of that ticket being created is sent to a group of users to them of this.

We have however recently found that in some, seemingly random instances, if you respond to a ticket that has been sent from Jira, the To address in the response changes to the suspicious email address we set up, instead of responding back to the email address that actually sent the notification.

Example:
- Jira sends an email to a user notifying them a ticket has been created (jira@atlassian.com)
- User opens email in Outlook, clicks Reply.
- In the "To" field in the email window, the email address states "suspicious@company.com" when it should be "jira@atlassian.com"

I've been digging around this morning in project settings to try and see why this is happening but haven't been able to find what I need. 

1 answer

0 votes
Brant Schroeder Community Leader Feb 18, 2022

@Caine Pooley It sounds like you have it set up to send notifications from a custom email account.  Take a look at this article.  https://support.atlassian.com/jira-service-management-cloud/docs/send-notification-emails-from-your-own-domain-in-next-gen/

This was not helpful unfortunately, our notifications email is already set correctly to jira@gghltd.atlassian.net which allows users to respond to all tickets which updates the ticket they are responding to.
My problem relates more to that we have a singular type of incident ticket that gets raised from our "suspicious@" email and when the user responds to the ticket that has been raised by it, it sometimes keeps the original email address, rather than the jira@gghltd.atlassian.net address.

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