Our domain has changed. Is there potential for a loop with the service desk email?

[Jamien Price]

Hi all,

Our project has a "connected email account" for receiving tickets via email. The address associated is servicedesk@olddomain.com. Olddomain.com is still retained as an alias for all mailboxes and the associated email for our project is still servicedesk@olddomain.com. Help me understand if this will cause a loop?:

1. An email is sent to a user off a ticket. It appears in their mailbox as from servicedesk@newdomain.com.
2. User replies. Jira still gets that reply as servicedesk@newdomain.com is an alias for servicedesk@olddomain.com.
3. Jira sees servicedesk@newdomain.com in the reply and adds it as a job participant.
4. Another customer email is sent off that ticket. It now goes to the end user and servicedesk@newdomain.com as a job participant.

Won't that email now leave Jira but hit servicedesk@newdomain.com and be seen as a new email for that ticket and get added as a new update? If so, is there an easy fix for this?

[Christopher Yen]

Hi @Jamien Price 

I think the email handlers will ignore their own outbound emails using headers, and if the customer replies with a issue key in the subject it should just update the issue but not 100%.

Ideally update your projects connected email account to use the same address you send outbound from