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Suggestion
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Resolution: Fixed
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16
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40
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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. I’m happy to announce that we have shipped this feature as part of Jira Service Management Data Center 5.5 release. Jira admins now have more control over how email requests that your customers send are filtered by Jira Service Management.
The first change we've introducing is giving admins the option to turn the auto-generated email and bulk email filters on or off, depending on your preferences. The new settings are available in Administration > Applications > Email requests.
We’ve also added a global allowlist and blocklist for all of your service projects. The lists let you decide which requests should always be processed and help you get rid of spam.
Please see our documentation to learn more about receiving requests by email.
Kind regards,
Charlie Marriott
Jira Service Management, Data Center
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,
Just to give you a quick update: we've been monitoring this suggestion and understand that this is not the ideal situation. This is not on our short-term roadmap and we'll come back to it later.
Cheers,
The JIRA Service Desk team
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[JSDSERVER-973] As an admin I want the ability to configure the *Bulk Settings* used by the Service Desk mail handler
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
Almost all other service desk tools send mail with this header, so this restriction cause our integration with them to malfunction. Must be fixed ASAP!
Hi there,
we also have had some trouble to find the culprit in the first place.
As we also needed this kind of setup for Service Desk for customers!
The possibility of configuring spam filters on our flavor would be great!
best regards
Simon
Chao Guo
added a comment - Hi, i think the spam filter should be configurable. and it's critical!
We are automating the process of customer feedbacks, but some of the mail was rejected by the default mail handler without a notification. we missed some feedbacks last few days until they reached us by other methods. it could really be a trouble that we cannot control what kind email should and shouldn't be rejected.
By other hands, gmail already has spam filters, so i can save this part of performance for other parts of Jira.
Chao Guo
added a comment - Hi, i think the spam filter should be configurable. and it's critical!
We are automating the process of customer feedbacks, but some of the mail was rejected by the default mail handler without a notification. we missed some feedbacks last few days until they reached us by other methods. it could really be a trouble that we cannot control what kind email should and shouldn't be rejected.
By other hands, gmail already has spam filters, so i can save this part of performance for other parts of Jira.
Hello. This is also very important for us. Now some senders are blocked just for no reason.
slpoulin@umass.edu
added a comment - This is absolutely critical for us so that more groups can hop onto our instance to form a cohesive and unified IT communication across our university campus. WE NEED THIS! Otherwise, we might have to replace JIRA service desk
slpoulin@umass.edu
added a comment - This is absolutely critical for us so that more groups can hop onto our instance to form a cohesive and unified IT communication across our university campus. WE NEED THIS! Otherwise, we might have to replace JIRA service desk
Hi all,
Thank you so much for your votes and comments on this suggestion. I’m happy to announce that we have shipped this feature as part of Jira Service Management Data Center 5.5 release. Jira admins now have more control over how email requests that your customers send are filtered by Jira Service Management.
The first change we've introducing is giving admins the option to turn the auto-generated email and bulk email filters on or off, depending on your preferences. The new settings are available in Administration > Applications > Email requests.
We’ve also added a global allowlist and blocklist for all of your service projects. The lists let you decide which requests should always be processed and help you get rid of spam.
Please see our documentation to learn more about receiving requests by email.
Kind regards,
Charlie Marriott
Jira Service Management, Data Center