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  1. Jira Service Management Data Center
  2. JSDSERVER-1750

Document the email rejection rules in Service Desk mail handlers

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Service Desk incoming mail handlers have pre-configured rules that prevent them from processing automatically generated messages (e.g. auto-responses or delivery status bounces), to avoid mail loops. These rules, however, aren't documented anywhere. Having them available in the Service Desk documentation would make it easier determine why a particular message was rejected.

            [JSDSERVER-1750] Document the email rejection rules in Service Desk mail handlers

            Hentsu added a comment -

            Karen your link does not explain email rejection rules at all. That links to how to set up a mail handler.

            Right now I have a load of emails being rejected that are apparently Automatic Replies. These are human emails not auto replies, and do not contain auto reply information in the headers.

            This is the exact issue that another user is having in the linked issue: https://jira.atlassian.com/browse/JSDSERVER-1749

            Clearly there is something wrong with the way this filter works and since no one has fixed it since 2015, people are requesting docs on how the filtering works so that we can fix it ourselves

             

            Hentsu added a comment - Karen your link does not explain email rejection rules at all. That links to how to set up a mail handler. Right now I have a load of emails being rejected that are apparently Automatic Replies. These are human emails not auto replies, and do not contain auto reply information in the headers. This is the exact issue that another user is having in the linked issue: https://jira.atlassian.com/browse/JSDSERVER-1749 Clearly there is something wrong with the way this filter works and since no one has fixed it since 2015, people are requesting docs on how the filtering works so that we can fix it ourselves  

            tinaturner added a comment -

            Jira Service Desk Server has the following documentation about mail servers:

            https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html

            Warm regards,
            Karen

            tinaturner added a comment - Jira Service Desk Server has the following documentation about mail servers: https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html Warm regards, Karen

            Takayuki Hirota added a comment -

            Our customer says this issue relates to JRASERVER-38662.
            Thanks.

            Takayuki Hirota added a comment - Our customer says this issue relates to JRASERVER-38662 . Thanks.

              kbywater@atlassian.com Karen Bywater
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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