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General Support Email Groups and auto-response

Hi, we have a client whose end-users submit support requests via email but cc's their company's general support email which is set to auto-respond. The issue that we are running into is that when JIRA creates the support ticket it sends back an email notifying the end-user that the ticket has been created but it also sends an email to the general support email which since it is set to auto-respond send an auto-response email to our support email which then creates another ticket in JIRA. Any thoughts on what we can do to prevent this? The problem we are trying to solve is to allow client administrators to see all JIRA tickets their end-users have submitted not just ones they have opened themselves.

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1 vote
Veera Atlassian Team Jan 24, 2020


It's not possible to exclude messages from certain email addresses in Jira side.

In your case, your client should be able to setup rule in their mail server not to auto-respond for the messages sent from Jira email address.

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