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. 

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!

Any update on a prospective release of this feature to DC?

of course +100 !!

+1

We're considering dumping JSD in favour of ZD due to this one issue that is affecting all our clients with ZD

+1 here.

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.

We would like this to be resolved also,

This is a huge problem for us

Atlassian pls +1

+1 

+1

Please prioritize this ticket!

Many thanks!

Why the hell it is still not solved?????????????????? Same request for Cloud is already solved: https://jira.atlassian.com/browse/JSDCLOUD-1924

+1 Important for System to System notifications

+1 This is needed to have any communication to other service desk notifications or bulk mails from services. Please treat this as critical, literally every other servicedesk tool has this feature

We have big issues with the SD Bulk filter as well. Despo mentions in a recent comment that disabling the filters (I guess he means the SD Bulk Filter among others)  stopped other mails from coming in. Has someone else experienced the same issue? Trying to figure out how to resolve the issue. 

This is becoming a huge problem for our company. Atlassian, please make any progress on this one. It's really critical.

As Dale mentioned, we would love to see all incoming emails for a project (optionally) go to a queue.  A JSD admin could then review those periodically and decide which ones should be allowed to create an account and become a ticket.

Or alternately, as this request states, whitelist addresses/domains to allow them to be processed.

Personally I like the queue idea as it provides a lot of flexibility.

Absolutely essential feature, either way, and we urge Atlassian to take a serious look at this in the very near future ... that is, in 2020.

Just to be a +1

I would deeply appreciate this feature server side

Yes, need to able to receive all kinda of emails,[ due to an audit requirement ], so we need the ability to allow emails to come in, even if they go to a queue, before being an actual ticket . But we need to be able to get all kinda of emails into the service desk for incident reports from anywhere.

Thanks

5 years, over 200 votes, 33 comments and already implemented on CLOUD version.. How much "interest gathering" is needed..? We suffer from this issue every day, running direct separate email issues with no followup in our SPOC..

Hi, I try to disable the filters and because of that, we didn't receive any email. I had to able the filters to receive again emails in my JSD. So, Don't try it.

Just discovered this limitation and it's really bad for us not having whilelist.

 It is vital for us too to be able to whitelist email addresses.  Agreed, this should be a priority!

I really need to be able to whitelist email addresses too.

I'am not sure what the consequences could be if I disable the filters? Anyone tried to disable the filters?

It's vital that we be able to whitelist email addresses.  Atlassian team, please make this a priority!

We need a kind of withlist feature per domain or per mailbox! 

Managing +30 customers with different applications sending mails to our service desk. My requestmanagment is asking:  so why should i use Jira Service Desk when I have to double check the mailbox with the incoming queue? 

I see a domain whitelist feature is now available in early August with cloud version ... why not server version?  Surely I would have though that server version takes priority over cloud version for development ... this is a real problem for us!

For us the workaround was to use MS Exchange mail flow rules (RemoveHeader, see https://docs.microsoft.com/de-de/exchange/policy-and-compliance/mail-flow-rules/actions?view=exchserver-2019) to remove the header 'Auto-submitted' if the message was sent to the inbox of our Service Desk from designated sender addresses.

We're experiencing the very same issue as Roger above.

Customer uses their own Service Desk to contact us and any reply they do includes

Auto-Submitted: auto-generated 

In it and thus, the e-mail gets rejected (From the mail audit log/Processing log under service desk e-mail config)

We would like to be able to exclude (whitelist) this particular user from having this rule applied to them or have some way to allow this header to not trigger this actions for this particular user.

We too are facing this problem. In our case, our Jira Service desk instance is used as 3rd line support, to which our customer is forwarding their issues from their own service desk when they need help from us.

This is working somewhat ok, and issues are created in our instance where we could work with them...

However, if the person who raised the original issue in the customer's service desk, updates that issue with a new comment. The comment is then forwarded to us with the "Auto-Submitted: auto-generated" flag set. And because of that, the message is filtered out, and we can´t see the comment in our Jira service desk, which is not really helpful.

It is rediculus that this is not implemented...

We are using automation which is sending emails and these emails are not processed, because are marked as a bulk. The only option is to disable Bulk and Auto reply filters.

For those uncertain on how to do this now that Service Desk is an application. 

You want to go to Add-ons > Manage Apps > Application Components (Drop down box next to search field) > Expand Jira Email Processor Plugin > Expand Modules > Disable "Auto-Reply Mail Filter" (auto-reply-mail-filter).

Have tested it works for my Service-Now clients. I agree though, definitely needs to be clearer on how this occurs.

Review logs of emails processed should be easier to review and approve and whitelist. 

However, to note, it being a certain module like that means I imagine someone may be able to open it up, review the code and create a 'plugin' as such that allows whitelist configurations by simply adding a few exceptions to the processor.

This is an absolute must for us.

When an email bounces back to Service Desk, no one knows about the communication failure unless they can go into email mailbox to see the Delivery Failures. This can happen simply because of a typo in the email address.

Someone has to find the bounced email and manually locate the ticket that the mail relates to in order to respond.

Please give us control over the handling of bounced messages.

We also need a way to either whitelist our customers or somehow configure the settings of the mail filters. We have removed these filters to get our customers emails (from ServiceNow) to tickets, but we need to find a better solution to this, because we can't run forever without those filters. Even with those filters disabled, some of the customers email replies won't generate as customer comments to JiraSD ticket.

While waiting for that option to whitelist a customer domain to mail filters, is there a way to handle this situation? Either:

• To tell our customer to modify their settings for the outgoing emails
  or
• Somehow configure JiraSD to allow those emails to be read as a tickets.

We would like this to be resolved also. 

This workaround is no longer available as Service Desk is now an Application and not an add on.

We REALLY need an answer to this issue please.

We need this feature too.

Any Update on this feature. I have no way to control what tickets I want created.

Please add this feature as soon as possible. Thank you!

Whitelisting would be useful as the solution (if I've read this correctly) could compromise what is correctly filtered.

Conversely (and I've asked this of Valantys today) could we black list if we saw activity we didn't want or expect.  i guess Autobot or Notification Rules could help?

We run into the same problem. Including a new feature for providing whitelisting would solve a lot of mail problems caused by the SD mail filters.

Just hit the same problem. Using Cloud system. any time frame on a fix ?

This is a HUGE issue that cost me customers. Disabling a bulk or auto reply email filter is not a good answer Atlassian. Need a whitelist or ability to modify the settings on which emails are accepted or rejected.

This is a major issue for our company.

Being able to edit these filters is a crucial part of the ticket flow and email requests. 

We have the same problem in JIRA Service Desk, when a customer replies the emails are seen as Auto Reply mails by the "SD Auto Reply Fliter" handler, and we are not able to disable the sdAutoReplyFilter even as Admins.

We have the same problem in JIRA Service Desk, forwarded mails will be seen as Auto Reply mails by the "SD Auto Reply Fliter" handler, and we are not able to disable the sdAutoReplyFilter even as Admins.

This causes a problem for us, we want to use a central email adress with a forwarding rule to forward mails to JIRA in order to create issues through email requests.

no, i cannot disable the SD bulk filter. 

I can request it to be disabled by support - however, with any new version of JIRA cloud, the filter is enabled again.....

Pieter you can disable the email filter module, though it's not ideal.

https://answers.atlassian.com/questions/12911940/sd-bulk-filter

I just want to disable the SD bulk filter at this point - as it only gives us issues, while it does not add any benefits we not already have from our email provider......

Being troubled by this issue as well. I hope that Atlassian can build in some sort of function to allow an administrator to modify or improve the filter query/datapoints. Or at the very least, a whitelist as this issue recommends.

upvote.

thanks @tom.tabruyn - i've contacted support.

@Pieter, the menu is still there, but relocated:

• Administration -> Add-Ons
• Manage add-ons
• Application Components (in the 2nd dropdown box)
• Jira Service Desk: expand
• 228 modules enabled:: expand
• SD Bulk filter / auto reply filter / SD sent from jia filter: disablen

Note that I disabled my auto reply filter there a couple of weeks / months ago, but at this very moment it says for all 3: "Module cannot be modified". You might still want to contact support directly...