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Is there any alternative DNS other than s1 s2 that can be used to configure service desk emails?


We are trying to follow the steps outlined in the Atlassian instructions to prepare for the upcoming configuration changes to JIRA application emails for our Service Desk:

However, we are running into a problem with the limited options available to configure our DNS to send emails. The only feasible way for our organization to do this would be to alter our DKIM records. The problem is that the only records that we're allowed to use are s1 and s2. These records are already in use for another, unrelated application, and having to disrupt that application to continue using our service desk email address is really unacceptable.

There must be a way we can configure different DNS record name(s) for the emails so we can set this up, can you assist?


1 answer

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Hi Mark,

In the Configuring JIRA Cloud to send emails on behalf of your domain knowledge base article it provides the following guidance for customers that are already using SendGrid to send emails:

"If you're already using SendGrid to send emails from your domain for another service, you will not be able to add that domain a second time. In this case, it is recommended that you use a subdomain for your 'Project Email Address' setting. For example, use instead of"

Once you make the changes wait 10 - 15 minutes and then use tool to verify that everything has been configured correctly.

Hopefully that helps you move forward!



Hi Branden,

I appreciate the response, thank you. We are aware we could add a subdomain, but this isn't a very good solution for us. At this point we have been using the same address for years gotten our entire organization used to sending and receiving email to and from that address to get help or access the services we provide.

However, we've been in contact with Atlassian support and it seems that the instructions for configuring email are a little misleading. We haven't completed the setup yet, but it sounds like we should be able to use alternate domain records aside from those mentioned in the instructions (records which won't cause a conflict with other applications) and continue using the same email address to send service desk emails.


Awesome.  Once you test if you can update this with your results?  From my understanding of how this works there shouldn't be an issue with using alternate domain records, however, I did not want to say go ahead and try it since the docs aren't clear regarding using alternate domains and I'm still waiting on proper guidance from the devs.  Let me know your results.



Hi Branden.

Unfortunately, the directions we were given did not work insofar as the alternate delineator  cnamed to the s1/ and while we were informed that the senior engineering team will be updating us shortly... that was yesterday. If there is any way to get this escalated or some traction, it would be appreciated. 

Thank you.


Hi Robert,

Can you provide the ticket number you're working with the Support Engineers on and I will see what I can do on this end.


Thanks, Branden.

RE: [SUPPORT] Comment posted to request #JST-294526: Need alternative DNS other than s1 s2 to configure service desk emails


Appreciate it!

Hi Guys,

Im having a similar issue. I cannot add anything with and underscore in the cname record. 
Is there a way to do it without an underscore? 


Im following this article

@Branden McElveen @Robert Lutiski were you able to get alternative DNS other than s1 s2 for your service desk emails? We are having similar issue that we already using sendgrid to send emails from our domain for other service. 

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