Office365 outlook redirect rule

[Matt Mellifont]

We have an office365 email account setup for support@domain.com which all our customers currently email.

Each client we have will need to be setup as their own project (managed services), but to keep everything simple for our clients, we want to allow them to still email the support@domain.com account to lodge tickets (aswell as submitting via the portal).

Now as all our customers are setup in their own projects, we cant link support@domain.com to all the projects. The solution I think will work is to setup redirects via outlook webapp for the support@domain.com so that each clients domain will be redirect to the appropriate project for ticket creation. E.g The customer Acme (@acme.com) has a rule setup on the support@domain.com account to redirect all its mail to the Acme@company.atlassian.net channel for the associated project in JSD.

The result I want is that the ticket will be created in the desired project and JSD will recognize the sender as the original sender.

The result I am getting is that all the redirected emails are not feeding into the system, they seem to be getting filtered out. Even though I have added our Companies domain in the whitelist of the global mail settings.

Please note: Due to functionality limitations of the next-gen projects, we are using the legacy projects.

Thank you in advance for any help you can offer on this problem we are experiencing.

[Boris MBOUMEHANG]

Hello Matt, 

First of all, welcome to the Atlassian Community! :) It's good to have you there. 

Then, please answer to the questions below:

• Is it the domain name of your customers that you whitelisted on each Jira Service Desk projects (@acme.com for example)?
• If so, how did you whitelist these domains? Did you follow the instructions listed on the link below? https://support.atlassian.com/jira-service-desk-cloud/docs/how-are-domains-added-to-the-permitted-list/
  
  

Thanks in advance.
Boris

[Matt Mellifont]

Good point Boris, I added the source domains (customer domains) still with no luck on the redirected mail. From my reading I believe this has to do with then filter and not liking a certain flag in the contents of the header.

Is it possible to turn off this filter?

Also is it at all possible to see the logs for this, so I can see exactly why its getting blocked?

Thanks for your input, it is greatly appreciated.

Thanks,

Matt

[Boris MBOUMEHANG]

Hello Matt, 

No problem :)

I'm not sure that there is a way to turn off this filter. Do you get a "bounce email" after the mail redirection's attempt? If so, could you please show me what the mail says?

Thanks
Boris

[Matt Mellifont]

Hey Boris,

Nope we get no bounce email. Essentially I have the rule setup, i use the project email as the destination of the redirect, to test I have set up other emails I have access to outside our domain as the destination and the emails come through fine.

I am looking to potentially using the email handler app on the marketplace for now. Bit annoying as its just an extra cost I didn't think we would need to spend, but it looks to be working well in the trial.

Thanks for all your help Boris.

Matt

[Boris MBOUMEHANG]

Hey Matt, 

Thank you for your feedback. Sorry for not having to be able to help you further. I hope the Email Handler app will help you to manage this correctly. 
Maybe you could contact Atlassian support before, just in case you forgot something in the configuration. 

Good luck and enjoy Atlassian products ;)

Boris