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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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      Description

      Update from Product team (2nd February 2021)

      Hello all, 

      I am transitioning this issue into in progress to reflect that work is happening.

      As previously discussed, this project has a lot of moving parts and is a collaboration across a number of Atlassian teams.

      I cannot provide a firm release date at this time, but we are aiming for completion in H1 of CY2021.

      In the coming weeks I will be looking for some customers to review prototypes and provide feedback. If you are interested in being involved I will share a Google Form soon.

      Thank you for your patience. 

      Cheers, 

      Ben.

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

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              Assignee:
              7ad1551c39c0 Benjamin Paton
              Reporter:
              nmuhi Nazri Muhi (Inactive)
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                Created:
                Updated: