How to update customer notification recipient's to avoid auto-reply

[Antonio E]

Example: 

Requests comes from support@domain.com, and creates a ticket on IT Service Management. 

helpdesk@domain.com sends the ticket creation and subsequent ticket updates to 

- Reporter 

- Organization

However, in the case that the request comes from auto-reply@domain.com, and thus whenever you send an email it replies back with a do not respond or something of the sort, it then initiates a new request to us as this is displayed as a different instance. 

What I am attempting to do is get it so that I set up the organization where the auto-reply or a system like sender, where if we reply to it, we will receive a different request opening up another ticket, and such the organization needs to be notified, but avoid the notifications from reaching these specific emails. Either via regex, or via removing them from the participants or something along those lines. 

[Marc - Devoteam]

hi @Antonio E 

As @Nadhila Savira mentions this can only be circumvented by using automation.

You should disable the default customer notification based on issue creation. Create an automation rule that handles this action and by use of a  and IF/ELSE condition  based on the auto-reply email in one of them so no email is sent in return.

[Antonio E]

I was afraid of such, as I've been experimenting with this. 

Would I need to use the automations and comments as the alternative to the notifications, or would using the automation creation update the reporter, and once complete continue with the notifications? Or would the automation need to provide a comment in the form of the notification it self? 

[Marc - Devoteam]

Hi @Antonio E 

As alternatives to the default customer notifications, this to prevent creation of new issues based on the autoreply email address.

[Nadhila Savira]

Hi Antonio,

I understand completely the struggle here. I'm sorry to hear this!

I'm afraid we do not yet have a way to restrict notification from going out per email address. Our native notification settings are project-wide.

We have a feature request reported for it here: JSDCLOUD-13687 Restrict email requests to specific domains in a JSM project

Submitting a request via auto-reply email is of course not a best practice. Perhaps, using Automation, you can use an IF condition using User Condition. For example, if the Reporter is the auto-reply user, remove the Reporter and replace with someone else.

Regardless, auto-replies are filtered out and rejected by mail handlers, so it shouldn't create a new ticket. Please see Emails sent by customers are "Rejected" by Jira Service Management Cloud mail handler