SD auto reply filter - emails rejected

[Priyendu Bhardwaj]

I am using JIRA Service Desk in Cloud. I have a set up to create tickets in response to emails. The email service request address is part of my office 365 group and when someone sends email to my Office 365 mailbox, email is also copied to JIRA mailbox and a ticket is created (not yet though.)

The email log rejects all emails with message "The message was rejected because it is auto-reply mail."

If I do not use Office 365 Group and use a distribution list, there is no issue with email processing. It is almost like my emails copy sent from Office 365 group is adding something in message header. I cannot see email headers in JIRA to confirm that.

Anyone has faced this issue? There are couple of solutions I found but none are applicable to Cloud.

[Angélica Luz · Accepted solution]

Hi Priyendu,

Thanks for reaching out to Community!
The emails are rejected due to JIRA mail handlers reading the header of the email and if the line Auto-Submitted: auto-generated is found, the system will automatically reject the email.
You can find more details here:

The Global Processor scheduler job runs every minute and processes all unprocessed mail items saved in the database by the Global Puller. This scheduler job runs independently to the Global Puller. JEPP currently has the following default filters to be reused:

AutoReplyMailFilter - This filter rejects auto-replied emails. If Auto-Submitted header in an email has a value different from "no", that email will be considered as auto-replied emails. Ref: http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywords.xhtml

We have a feature request to set up a "whitelist" to allow certain senders access to bypass this check, which you can check here: JSDCLOUD-1924.

Hope this clarifies!

Regards,
Angélica

[Priyendu Bhardwaj]

Thanks Angelica! I am trying to use the workaround of remove keywords from message header, no luck so far though. It would help if I could get more details in processing log, like what exactly was found in the header, auto-reply, spam or delivery status notification.

[Priyendu Bhardwaj]

Since there is minimal information from JIRA side, we had to play with multiple set ups. For Office 365, email forwards to JSD will work if we use a distribution list or shared mailbox. It does not work if we use office 365 group.

[Denis Granghon]

Hi @Priyendu Bhardwaj ,

Could you tell me more about your workaround ? I can't get it to work.

My last try :

In an Office 365 shared mailbox, I have set up Mail > Forwarding > Enable forwarding my email to my JSD email address. But email still are rejected by SD auto reply filter.

I also tried to add rules to forward the email, or to forward the message as an attachment, but JIRA reject all of this as well.

[Tito]

Hey @Denis Granghon 

Have you tried to add the shared mailbox as a customer to your project? I was stumped as well and doing this fixed it for me.

[Yatish Madhav]

Thanks for the link @Angélica Luz - that link did help. The route as mentioned on that Closed ticket is to add to the whitelist as per https://support.atlassian.com/jira-service-management-cloud/docs/how-are-domains-added-to-the-permitted-list/

I added the domain I was sending the request as and it worked.

[Martin Cleaver]

A key problem with forwarding is that the FROM address is used as REPORTER and can end up as the TO address.

e.g. customer (sender@customer.com) sends to servicedesk@companydomain.com this via mail rules ends up as companyservicedesk@atlassian.net

With forwarding, the ticket ends up being FROM: servicedesk@companydomain.com with the  "sender@customer.com" information lost.

With redirect, JSM notices something fishy, trips the whitelist, and rejects the email altogether. Whitelisting won't work as customers send from any domain but does not accept wildcards.

[Nampetch Ploynamngern]

@Martin Cleaver Hi Martin
I'm new to JIRA -using it for a month.
We got problems quite similar to your scenario. Does it caused by forwarding?

Customer send email to Servicedesk

Result:

from:		'Customer' via Servicedesk <servicedesk@companydomain.com>
reply-to:		Customer <xxxx@customer.com>
to:		Servicedesk <servicedesk@companydomain.com>

How can we solve it, any suggestions?

This also create another issue.
From above snr. the reporter of JIRA ticket = Servicedesk <servicedesk@companydomain.com>