Issue Summary

A new feature has been rolled out for Jira admins to get notified when email requests fail.

While the functionality of the feature seems to be working fine, customers would like the scope of the feature to cover more error conditions.

What is currently included in scope?

Following are the failure conditions for which we notify Project Admins

• required fields other than summary and description
• fields with some form of validation
• hidden Description field
• some form of restrictions or doesn't exist

Project admins also receive notifications when a connection can’t be established successfully with an existing email account due to rate limiting or authentication issues.

What is not included in scope?

For any rejections by any filters , notifications are not sent out.

Causes:

1. The email fails DMARC validation - customers opt in to this, we only look at the header and it’s set by their mail header - this is mostly SPAM, we can’t tell the legitimate cases - we get lots of tickets, confusion over where the DMARC issue lies (our servers or theres…)
2. Blocked list - email domain is specifically blocked - 30k/day
3. Email is not trying to create a ticket -
   1. SentfromJiraEmail - en email from Jira
   2. SDBulkFilter - large recipient list
   3. SDAutoreply - general auto reply
   4. SD sentfromJiraFilter - we sent it, Customer sends email, we respond - “we got it” we don’t want to create a ticket
   5. SentfromJiraEmail

Notifications will not be sent out for any of these inbound email failures for the following reasons:

1. DMARC - this is an anti-spoofing mechanism that is turned on by admins and prevents spam. It is possible that admins will want to know how many and which domains but we have had no requests for this particular case and it is complicated. Most (or all) of it will be spam and admins can tunr of fthis validation if they choose.
2. Blocked list - the admin has deliberately blocked a domain, there’s no strong reason for wanting to then be notified of individual emails in that domain being blocked.
3. Email not creating a ticket - these cases are all cases where we have determined that the intention was not to create a ticket

This item has therefore been raised to request these items not included in scope be considered for inclusion in the feature/functionality.

Steps to Reproduce

1. Step 1
2. Step 2

Expected Results

N/A

Actual Results

N/A

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available