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Suggestion
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Resolution: Done
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587
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102
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Hi all,
Thank you so much for your votes and comments on this suggestion. We are currently working on a solution for this ticket. We have a few open questions about the design of this feature and would love to hear your feedback. Please send an email to lwalsh2@atlassian.com
if you would like to join a 45-minute session over video conference on this topic in the next couple of weeks. In the email, please include the following details:
- your company’s industry
- the size of your company
- how your company uses Jira Service Management (JSM)
- a summary of how this problem affects your team
Although we can't guarantee that we will be able to speak with all interested parties, we definitely appreciate your interest and enthusiasm to help us make JSM DC easier and more enjoyable to use.
Thanks,
Lisa
Currently, the Email processor from under the Global Mail Settings will filter out:
- auto-replied emails
- mails marked as spam
- delivery status notifications
- emails originating from a JIRA instance
In certain situations, automatically generated emails from alarm systems or automatically forwarded emails, can have a different value than "no" set for the Auto-Submitted header of the email.
This will cause the email to get filtered out and not get further processed.
The AutoReplyMailFilter filter will prevent these kind of emails from creating issues in Service Desk.
Please provide an option to white-list email addresses to prevent them from being discarded as invalid emails under the Service Desk Email settings.
Alternatively, provide an option to disable any of the above mentioned mail filters from the Service Desk Email settings section
WORKAROUND
NB: This workaround is not possible in Atlassian Cloud.
- Navigate to Administration > Add-ons > Manage add-ons (on newer versions of Jira this would be Administration > Manage Apps > Manage Manage Apps )
- Look for JIRA Service Desk and expand the section
- Expand the XXX of XXX modules enabled
- Disable these responsible modules of Service Desk:
- SD Bulk filter(sdBulkFilter) for messages marked as spam
- SD sent from JIRA filter(sdJiraFilter) for messages originating from a JIRA instance
- SD auto reply filter(sdAutoReplyFilter) for messages with a different value than "no" set for the Auto-Submitted header
The provided workaround will apply to all emails processed by the filter, which can cause incorrectly created issues. Being able to white-list addresses should prevent this from happening.
To make sure that the right module has been disabled, run the query select * from pluginstate; and verify that com.atlassian.servicedesk:sdAutoReplyFilter is set to false.
Later versions of JSM may have had the module names changed to the following:
- Service project Bulk filter
- Service project auto reply filter
- Service project sent from Jira filter
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[JSDSERVER-1924] Provide an option to allowlist email addresses to prevent mail from them from being discarded as invalid under Service Desk settings
Hi all,
Thank you so much for your votes and comments on this suggestion. We are currently working on a solution for this ticket. We have a few open questions about the design of this feature and would love to hear your feedback. Please send an email to lwalsh2@atlassian.com if you would like to join a 45-minute session over video conference on this topic in the next couple of weeks. In the email, please include the following details:
- your company’s industry
- the size of your company
- how your company uses Jira Service Management (JSM)
- a summary of how this problem affects your team
Although we can't guarantee that we will be able to speak with all interested parties, we definitely appreciate your interest and enthusiasm to help us make JSM DC easier and more enjoyable to use.
Thanks,
Lisa
We had exactly the same issue with Jira ServiceDesk (Server, not cloud).
We’re using Microsoft O365 (Exchange Online) and “fixed” it there.
We created an Exchange transport rule:
If the message is received from 'other at service dot com'
Do the following:
- and set message header 'Precedence' with the value 'first-class'
- and Remove this header: 'Auto-Submitted'
That works!
+1
We're considering dumping JSD in favour of ZD due to this one issue that is affecting all our clients with ZD
Not having this as an option is driving teams to other service desk applications when we want to make sure we're all standardized on JSD/M.
Absolutely needed to be able to handle email requests in a professional matter!
News???
306 votes and 6 years from ticket created!
Is very important, please.
Hi @assignee
1) We need this option because every company has impact here.
EX: If you are using Azure alerts or cloup app alerts we need to send them directly to the Jira which consumes licenses in AD to create user. but we are using a single account for all alerts and forwarding them to Jira to create tickets. This helps us all alerts come from one Jira account and we don't need so many licenses for AD if you are using some random 15 applications. This will be very helpful.