Details
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Bug
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Resolution: Unresolved
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Low
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None
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6.13.4, 6.15.2
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None
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4
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Severity 3 - Minor
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0
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Description
Summary
Customers not able to raise the support ticket via Troubleshooting and support tools > Get Help > Create support request when the technical contact email does not match the mail server configure account.
Steps to reproduce
- Configure office 365 smtp mail server
JNDI
<Resource name="mail/O365SMTPServer" auth="Container" type="javax.mail.Session" mail.smtp.host="smtp.office365.com" mail.smtp.port="587" mail.smtp.auth="true" mail.smtp.user="sender@atlassian.com" password="******" mail.smtp.starttls.enable="true" mail.transport.protocol="smtps" mail.smtp.socketFactory.class="javax.net.ssl.SSLSocketFactory" mail.debug="true" />
- Raise the support via Troubleshooting and support tools > Get Help > Create support request
- In Contact email, enter email address other than "sender@atlassian.com"
Actual Result
Error message in UI and the following error in the log:
554 5.2.0 STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message. 16.55847:08120000, 17.43559:0000000004020000000000000100000000000000, 20.52176:140F4087000010100300170E, 20.50032:140F4087701710100A00AB80, 0.35180:E7020000, 255.23226:0A008440, 255.27962:0A000000, 255.27962:0E000000, 255.31418:0A000000, 16.55847:FA000000, 17.43559:00000000E0020000000000000000000000000000, 20.52176:140F40870000101036000000, 20.50032:140F4087701710103B000000, 0.35180:1F000737, 255.23226:56000000, 255.27962:0A000000, 255.27962:32000000, 255.17082:DC040000, 0.27745:B2000000, 4.21921:DC040000, 255.27962:FA000000, 255.1494:1F000E37, 0.38698:00000000, 0.37692:09000100, 0.37948:D7BED771, 5.33852:00000000534D545000000100, 4.56248:DC040000, 7.40748:01000000000020E230303A53, 7.57132:00000000000000003A356337, 1.63016:32000000, 4.39640:DC040000, 8.45434:94DAD7A1C763B8449685CD653734097A3A356337, 5.10786:0000000031352E32302E313835362E3030303A535941505230314D42323237303A35633738633465312D383932362D346561372D383636392D34653765313531383135643900000000000000, 255.1750:0A001B37, 255.31418:EF010000, 0.22753:40000830, 255.21817:DC040000, 4.60547:DC040000, 0.21966:FD010000, 4.30158:DC040000 [Hostname=SYAPR01MB2270.ausprd01.prod.outlook.com] DEBUG SMTP: got response code 554, with response: 554 5.2.0 STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message. 16.55847:08120000, 17.43559:0000000004020000000000000100000000000000, 20.52176:140F4087000010100300170E, 20.50032:140F4087701710100A00AB80, 0.35180:E7020000, 255.23226:0A008440, 255.27962:0A000000, 255.27962:0E000000, 255.31418:0A000000, 16.55847:FA000000, 17.43559:00000000E0020000000000000000000000000000, 20.52176:140F40870000101036000000, 20.50032:140F4087701710103B000000, 0.35180:1F000737, 255.23226:56000000, 255.27962:0A000000, 255.27962:32000000, 255.17082:DC040000, 0.27745:B2000000, 4.21921:DC040000, 255.27962:FA000000, 255.1494:1F000E37, 0.38698:00000000, 0.37692:09000100, 0.37948:D7BED771, 5.33852:00000000534D545000000100, 4.56248:DC040000, 7.40748:01000000000020E230303A53, 7.57132:00000000000000003A356337, 1.63016:32000000, 4.39640:DC040000, 8.45434:94DAD7A1C763B8449685CD653734097A3A356337, 5.10786:0000000031352E32302E313835362E3030303A535941505230314D42323237303A35633738633465312D383932362D346561372D383636392D34653765313531383135643900000000000000, 255.1750:0A001B37, 255.31418:EF010000, 0.22753:40000830, 255.21817:DC040000, 4.60547:DC040000, 0.21966:FD010000, 4.30158:DC040000 [Hostname=SYAPR01MB2270.ausprd01.prod.outlook.com] RSET 250 2.0.0 Resetting DEBUG SMTP: MessagingException while sending com.sun.mail.smtp.SMTPSendFailedException: 554 5.2.0 STOREDRV.Submission.Exception:SendAsDeniedException.MapiExceptionSendAsDenied; Failed to process message due to a permanent exception with message Cannot submit message. 16.55847:08120000, 17.43559:0000000004020000000000000100000000000000, 20.52176:140F4087000010100300170E, 20.50032:140F4087701710100A00AB80, 0.35180:E7020000, 255.23226:0A008440, 255.27962:0A000000, 255.27962:0E000000, 255.31418:0A000000, 16.55847:FA000000, 17.43559:00000000E0020000000000000000000000000000, 20.52176:140F40870000101036000000, 20.50032:140F4087701710103B000000, 0.35180:1F000737, 255.23226:56000000, 255.27962:0A000000, 255.27962:32000000, 255.17082:DC040000, 0.27745:B2000000, 4.21921:DC040000, 255.27962:FA000000, 255.1494:1F000E37, 0.38698:00000000, 0.37692:09000100, 0.37948:D7BED771, 5.33852:00000000534D545000000100, 4.56248:DC040000, 7.40748:01000000000020E230303A53, 7.57132:00000000000000003A356337, 1.63016:32000000, 4.39640:DC040000, 8.45434:94DAD7A1C763B8449685CD653734097A3A356337, 5.10786:0000000031352E32302E313835362E3030303A535941505230314D42323237303A35633738633465312D383932362D346561372D383636392D34653765313531383135643900000000000000, 255.1750:0A001B37, 255.31418:EF010000, 0.22753:40000830, 255.21817:DC040000, 4.60547:DC040000, 0.21966:FD010000, 4.30158:DC040000 [Hostname=SYAPR01MB2270.ausprd01.prod.outlook.com] at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2114) at com.sun.mail.smtp.SMTPTransport.finishData(SMTPTransport.java:1900) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1122) at com.atlassian.confluence.jmx.JmxSMTPMailServer.doSendWithMessageIdSupport(JmxSMTPMailServer.java:104) at com.atlassian.confluence.jmx.JmxSMTPMailServer.send(JmxSMTPMailServer.java:79) at com.atlassian.troubleshooting.stp.salext.mail.AbstractSupportMailQueueItem.send(AbstractSupportMailQueueItem.java:39) at com.atlassian.troubleshooting.stp.salext.mail.SupportRequestMailQueueItem.send(SupportRequestMailQueueItem.java:83) at com.atlassian.troubleshooting.stp.salext.mail.AbstractMailUtility.sendSupportRequestEmail(AbstractMailUtility.java:88) at com.atlassian.troubleshooting.stp.salext.mail.AbstractMailUtility.sendSupportRequestMail(AbstractMailUtility.java:54) at com.atlassian.troubleshooting.stp.request.CreateSupportRequestTask.createSupportRequest(CreateSupportRequestTask.java:90) at com.atlassian.troubleshooting.stp.request.CreateSupportRequestTask.lambda$call$0(CreateSupportRequestTask.java:71) at com.atlassian.troubleshooting.stp.request.CreateSupportRequestTask.call(CreateSupportRequestTask.java:73) at com.atlassian.troubleshooting.stp.request.CreateSupportRequestTask.call(CreateSupportRequestTask.java:35) at java.util.concurrent.FutureTask.run(FutureTask.java:266) at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511) at java.util.concurrent.FutureTask.run(FutureTask.java:266) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624) at java.lang.Thread.run(Thread.java:748) QUIT 221 2.0.0 Service closing transmission channel DEBUG: getProvider() returning javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc] DEBUG SMTP: useEhlo true, useAuth true DEBUG SMTP: useEhlo true, useAuth true DEBUG SMTP: trying to connect to host "smtp.office365.com", port 587, isSSL false 220 SYBPR01CA0013.outlook.office365.com Microsoft ESMTP MAIL Service ready at Tue, 7 May 2019 08:42:01 +0000 DEBUG SMTP: connected to host "smtp.office365.com", port: 587
Expected Result
A support ticket should be raised without any problem
Note
- Performed the same test with smtp.gmail.com, everything works as expected
Workaround
- Raise a ticket via https://getsupport.atlassian.com