Not possible to send answers to email notifications

1) Incoming email from customer received, JIRA issue is created

2) JIRA user adds a public comment, email notification sent to the customer from liverebel@zeroturnaround.atlassian.net

3) Customer answers the notification email, delivery fails

It is not possible to change the From address of outgoing emails in JIRA onDemand. This makes it impossible to use JIRA for providing customer support. Is there really no workaround for this, some custom mail/notification settings, maybe?

1 answer

1 accepted

5 votes
Accepted answer

Hi,

By default, the outgoing mail server in JIRA OnDemand is jira@<yourservername>.atlassian.com
Any notifications from your instance will be sent from this address. It is not possible to configure another mail server for outgoing mail beside the default one.
When you configure another mailserver besides the default one for incoming mail, and configure a mail handler on that server, any mail sent to that server will be handled according to your configuration.

However

Any outgoing messages will still be sent from the default outgoing mail server. Since there is no handler configured for incoming mail on this address, any replies to notification mails will give no result. You can work around this by configuring a handler on the default server.

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