I have message rejected when received to our Jira Service Desk mailbox

[Emil_Mihaescu]

Below is from the log

14/Feb/20 4:26 AM

REJECTED

The message was rejected because it is auto-reply mail.

XX-XXX@amazon.com

Your Amazon EC2 Abuse Report [XXXXXX] [AWS ID XXXXXX]

SD auto reply filter

We receive without issues other emails from the same address and they create new tickets in our ServiceDesk project.

From time to time some email are rejected as above.

What should I do to let them go through and create a ticket?

Thanks

[Mike Bowen]

Hi @Emil_Mihaescu 

You could set up the customer on the Customer Portal, so they can log requests via the Customer Portal. That will eliminate errors such as your example. 

The Jira Service Desk experience is so much better when customer raises request via the Portal. 

-Mike

[Nick Read]

Hi @Emil_Mihaescu and @Mike Bowen

Was this the solution you went with in the end? I have the same problem but for business reasons I can't redirect people to the portal, so I'd be interested in seeing if there are any other options.

Thanks