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Additional SPF validation being added to incoming mail in Jira Cloud

Dylan Atlassian Team Jul 14, 2020

We’ve made a change to Atlassian’s incoming email processing service for Jira Cloud, including Jira Software and Jira Service Desk Cloud.

Previously, Jira Cloud would only reject email that failed both SPF (Sending Policy Frameworkand DKIM validation.

As of today, Jira Cloud will reject any email if the sending domain has SPF configured and their IP address does not match the SPF configuration. As a result, requests, issues, comments, and other items will not be updated. The person sending the email will receive a reply with details about the error.

What do I need to do?
The sender will need to update their SPF settings on their DNS (Domain Name System) SPF record. SPF record settings can be tested using tools like MxToolBox. Alternatively, the sender can change the IP addresses or domain that their emails are sent from.

For questions or support, open a support ticket.


The Jira Cloud team


What about domains without SPF configured at all?

Dylan Atlassian Team Jul 15, 2020

Hi @Boris Berenberg - Atlas Authority  - no changes have been made outside SPF and DKIM. Emails sent from domains without an SPF policy configured will continue to be processed.

@Dylan This change breaks our complete Jira Service Desk model!

Due to the  limitation of Jira Servicedesk only supporting a single email address per Servicedesk  we had to implement this fix.

We currently have around 120+ Email addresses which automate the triage of Service Request for 1000' of customers with 100's different Email domains. 

We cannot ask all the individual customers to add and SPF record just to submit a Service Request. 


Do you have any suggestion on how we can fix this ? 

ok we found a solution


1. Create a support email address in your email domain, e.g.

2. Add this email as JSD support email

3. Create Email alias (e.g  in the same domain and point it to


Since both email addresses are in the same domain SPF,DKIM works 

I are facing issue with Jira Software - Server edition - Mail Handler that rejects incoming email by replying with "user/email not known or permissions lacking" - whereas everything seems correct on that concerns.

But email has been marked with "spf=fail" by our relying SMTP. Would it be a reason for Jira "Server" also to reject mail?


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