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  1. Jira Service Management Cloud
  2. JSDCLOUD-5614

JSD Notification were not sent out due to failed DMARC/Marked as SPAM. Add option to control the Reply-To: header in Jira Cloud



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      Update from Product team (15th September 2021)

      Hello all, 

      I wanted to provide an update on the progress of this project. 

      Everything is tracking well, some slight delays here and there, but nothing problematic. 

      At this point we expect complete delivery in mid-late November, but we will be working to make an EAP available in late October for a small group customers. I will update again as we move into this phase. 

      Edit (18 October 2021): We have the required amount of EAP participants for now. If this changes we will update the ticket.



      Emails from JSD that was sent out using domain other than atlassian.net is rejected by DMARC.

      Both SPF and DKIM checks are performed against the atlassian.net domain. So as far as DMARC is concerned no relevant validation has taken place for the domain and therefore got rejected.

      Update : Upon further investigation it looks like DMARC is not compatible with the custom email address setting in Jira Cloud. DMARC explicitly check that the domain in the From: header matches those that pass in the DKIM-Signature: header.

      This is further corroborated by this FAQ entry on the dmarc.org website. At this time there is no option to control the Reply-To: header in Jira Cloud. This option need to be added to in the Jira product and is raised with this feature request.

      The following workaround is suggested for affected instance with this limitation.

      Workaround :

      1. Whitelist IP range from this https://confluence.atlassian.com/cloud/atlassian-cloud-ip-ranges-and-domains-744721662.html
      2. Use From: address the default <user>@<instance>.atlassian.net email address


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              7ad1551c39c0 Benjamin Paton
              nmuhi Nazri Muhi (Inactive)
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