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

0 vote

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!

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,265 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot