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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 (18th November 2021)

      Hey all, 

      As always, thank you for your patience. I am excited to announce that starting next week (22 November 2021) we will begin progressively rolling this feature out to all customers. 

      Initially we would like to welcome the follows of this ticket to enable the feature and feedback on their experience.

      If you would like to join the first flight of customers using this feature, please add your details to this form - https://forms.gle/7coyaDSrVUqxmewD8

      Documentation for the feature can be viewed here - https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/

      Please let us know if you have questions.

      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 :

      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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                Created:
                Updated: