Can't figure out email loops (service desk)

[Steven Mahoney]

Hey everyone, I'm not sure why this is happening, but we keep getting email loops in certain situations. It seems to be random who causes it, but as best as I can figure out, this is what is happening.

1.) Someone emails our old service desk email, (eg. support@companyname.com). 

2.) That email gets forwarded to our jira service desk email (eg. jiraemail@companyname.atlassian.net)

3.) If the user doesn't have an account, we allow anyone to email the service desk and create tickets, so they should get an account. 

Default assignee is unassigned. 

4.) Ticket is created. But sometimes we get an email loop and it lists our project lead as the submitter. It seems to stop eventually (I think I set the max # of emails setting to something like 4 or so every 10 minutes to prevent loops, so I think that is stopping it)

Most of the time this works fine. Occasionally we get loops though, and the ticket is submitted under our Project Lead's name instead of the submitter. It looks like this might happen when the person emailing us is new and not listed as a customer, even though we allow anyone to email our service desk and create tickets. I'm not sure how I'd fix this even if I knew what was going wrong though. 

Previously we had email looping issues with service now. One customer's service now ticketing system would email ours any tickets related to our software. Jira would block emails from service now though so we had them send the emails to our project lead instead of our support email to get around that. I don't think this is related, because the emails causing looping aren't coming from that customer, but who knows. 

Here's what my logs look like for the current incident. A single success followed by two rejects for one email they sent, then they sent another email about a different issue and that succeeded, but then there was a rejection. 

[Kevin]

Can you please confirm if Jira receives mails through forwarding/redirecting of your support email adress or if jira is actually connected to the mail account via login?

I've the suspicion, since jira probably sends confirmation mails to your support address, those get also recognized as issues mails but as jira is also the sender of those they get filtered.

[Steven Mahoney]

Right now jira receives mail forwarded from our support email. We just switched support desk providers and wanted to keep the email consistent. 

That makes sense that jira's response looks like it's trying to create a ticket, so it gets blocked. But it appears that sometimes it isn't blocked and still creates a loop.