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Suggestion
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Resolution: Unresolved
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25
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162
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
As an admin, I would like the ability to configure the Bulk Settings used by Service Desk Mail Handler. This is because when some mails auto-forward or redirect emails, they will generate the auto-submitted: auto-generated header. This header will cause the request to be not created.
The incoming-mail.log will display the following error
2014-10-14 22:54:34,151 DEBUG [Mail server for xxxx@email.com. Created by JIRA Service Desk.] atlassian-scheduler-quartz1.clustered_Worker-1 ServiceRunner Mail handler used by JIRA Service Desk. Do not modify or delete. 10,200 The message has been rejected (Rejecting message due to failed bulk check.):
This is causing problems as we have multiple mail accounts and unable to configure alias due to particular reasons so we have to use redirection/forwarding but both of these will generate the said header.
Hi Everyone,
Thank you for your continued patience with a much-requested feature. The ability to disable the bulk filter entirely is not being implemented at this stage and is not on our roadmap for the next six months. We are continuing to invest in improving the email experience and are currently working on other issues in the space.
In the interim the allowlist feature will continue to be the main method of ensuring that emails from domains are not blocked. We will revisit this ask after we have shipped the currently slated features on our roadmap.
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- Future Consideration
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[JSDCLOUD-973] As an admin I want the ability to configure the *Bulk Settings* used by the Service Desk mail handler
We just implemented Jira Service Management and we are running into similar issues to others. Despite utilizing the "allowlist", emails are still being rejected as "Bulk mail".
I've built a rule to analyze rejected emails every hour so I can go and retrieve these emails manually. It's a little frustrating especially when the email handlers in Jira Software seemed to handle bulk mail no problem.
The problem is, adding the auto generated email domain to the allow list in the respective process does not fix the issue. In my case the emails are still being blocked even when the email domain is on the allow list.
If the "allowlist feature" is the only thing possible at the moment, then at least allow wildcards such as an asterisk to allow all domains as a temporary workaround. Thank you.
this breaks the software, if the mail does not hit we could miss something critical. Happens far too often. Not fit for purpose for critical incidents.
Hi All,
I've reviewed this ticket and this issue is a candidate for our long term roadmap. We will not be solving this in the short term due to higher priorities. We will reprioritise this after six months.
Thanks,
Jason and the Jira Service Management Team
Same problem with Zendesk which our production team uses, all their emails get blocked. Highly annoying.
Adding a comment to express that the Allow list workaround is insufficent. In the situation where people are forwarding mails, they can come from anywhere on the internet, and the allowlist doesn't support wildcards, so every domain has to be expressed individually. In a high volume environment, people will be watching the error log more than the queue.