Customers Responding to [email removed]

[Kimberly Green]

Hello there,

A few customers of ours have been emailing jira@xxxx.atlassian.net, thinking they are emailing our main inbox. Obviously, this is not the case. Is there a way we can rectify this so that these emails come into our main inbox and do not get lost in the ether? Thank you!

Kimberly Green

[Susan Waldrip]

Hi @Kimberly Green , Welcome to the Community!

I don't believe there's a way for JSM to manage these things, it's more of a "training issue". If people are emailing what should be JSM requests (i.e., tickets) directly to jira@...atlassian.net, you'll need to let them know the correct email address (<project>@...atlassian.net). If people are emailing jira@...atlassian.net when trying to email an actual Outlook, Gmail, etc. mailbox, you'll need to let them know to send emails to <main mailbox address>.

If you have JSM configured so their emails are erroneously creating tickets, I'd suggest creating a shared Comment Canned Response for your agents that explains jira@...atlassian.net is an incorrect address and to please send those requests to <main mailbox address> or <JSM project email>. 

If I didn't answer your question, please post and provide more info and I or others will follow up, thanks!

[Susan Waldrip]

@Kimberly Green , do you allow your customers to email directly to the project? If so, they shouldn't be emailing jira@... . The common practice is to set up an email for each project if you want to allow them to email the project to automatically create a ticket (as an alternative to completing a Request in the Customer Portal).

Would you please clarify if your "main mailbox" is just for emails (e.g., Outlook, Gmail, etc.) and if you want them to be able to email your JSM to auto-create a ticket. That will help inform our answers to you, thanks!

[Susan Waldrip]

And I just re-read your response to @Joseph Chung Yin 's post, the jira@<your domain.atlassian.net>is used by Atlassian to send some of the JSM emails. It's not intended to be used by people to send email directly to JSM, but that address is visible in the headings of some emails they will receive from JSM. For example, automation:

As you can see, any email sent via automation will show the jira@ email address; it may be that your folks are seeing this and trying to send email to it OR are replying to such an email. Again, that would be a training/communications issue.

[Joseph Chung Yin]

@Kimberly Green 

Welcome to the community.  I agreed with @Susan Waldrip statement.  Are you saying that customers are sending emails to "@xxxxx.atlassian.net" failed to create issues in your JSM project(s).  Please provide more information, so we can assist you further.

The "@xxxxx.atlassian.net" route is typically used for customers to get issue created directly in your JSM project(s) without using the actual portal UI.

Best, Joseph Chung Yin

[Kimberly Green]

Hi,

Yes, I also cannot see where this email address is linked to another project in Jira. I've checked all our Service Management projects and none have this email address associated with it.

I appreciate any help that is offered. I'm still not as good as I'd like to be when it comes to Jira.