Ticket creation by email: the request email channel user is added in Request participants

[Claude Lavillonniere]

With Jira Service Desk 3.6.0, I configured an Email request channel

When a ticket is created the owner of the incoming maibox is added to the reqest participants.

How to avoid that, that mailbox receive the JSD notifications and process them

[Boris Berenberg - Atlas Authority]

Why is the inbound mailbox that of an actual user in JIRA? This seems like an odd choice.

[Claude Lavillonniere]

Jira is linked to our corporate Active Directory domain and contains all users including that mailbox user

Note that it is an Exchange server and we can't create it without a user

[Boris Berenberg - Atlas Authority]

Can you de-activate the user in JIRA?

[Claude Lavillonniere]

I can't de-activate it because it is an external user (active directory) and JIRA don't allow deactivation for such type of user

[Boris Berenberg - Atlas Authority]

What if you disable the user in AD?

[Claude Lavillonniere]

As a workaround we added a rule in the Exchange Server to discard the notification mails from the JIRA server.

It's enough to avoid JIRA to re-process them

[Claude Lavillonniere]

In fact it is a configuration error: the maibox has several email addresses. We must choose the right one (what jira as in from) to avoid the mailbox user to be added in the participants list