Comment is not added by mail handler when I use forwarding rule

[Kostadin Shishkov]

Hi everyone,

I am using out of the box email handler which should use the Issue key as an identifier and add comments.

Generally, it works very well but once I created auto-forwarding rule in Outlook, it is not added. The rule works and if I forward an email manually it works.

If there any audit logs on whether the email is received and why it is not working so I could troubleshoot this?

[Bastian Stehmann · Accepted solution]

Hi @Kostadin Shishkov ,

Welcome to the community. 

Do you use the mail handler from Jira Service Management or do you use the one from Jira Software?

Jirs is ignoring mails that are marked as automatic send or bulk mail.

As this rule forwards that mails automatic,  I think that outlook will mark them so in the header and Jira ignored them because of this.

I don't know if there is an option in outlook that avoids this behaviour. If not and if you are using the Jira Software Mail Handler, you can choose to accept this mails.

[Kostadin Shishkov]

Thank you for the response @Bastian Stehmann 

This is how it is set up. Not sure if answers which of the two options it is. I know it is Service Management Project that I want to use this. But we also have other projects that may use this.

Do I modify the bulk email or add it below as whitelisted as I use only one email for this?

[Daniel Ebers]

This is the mail handler setting from Jira itself (Service Management is different).

I know it is Service Management Project that I want to use this.

For Jira Service Management you could try to put sending domain to allowlist - https://support.atlassian.com/jira-service-management-cloud/docs/how-are-domains-added-to-the-permitted-list/

You can find the setting in:
https://YourSiteNameHere.atlassian.net/jira/servicedesk/projects/YOURPROJECTKEY/settings/email (then click on the three dots in the right corner at the top, then on "Manage allowlist").

There is a chance that bulk mails are then delivered to the Service Management Project.

For a Jira Software Project the Mail Handler (all you showed in your screenshot) is responsible - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

There you have the following options for handling bulk mails:

This option only affects bulk emails, typically those sent by an automated service, whose header has the Precedence field set to "bulk" or the Auto-Submitted field set to "no". You can handle bulk emails several ways:

• Ignore the email and do nothing
• Send the email to the specified forward email address (recommended to prevent mail loops between Jira applications and other automated services)
• Delete the email permanently
• Accept the email for processing

[Bastian Stehmann]

Hi Daniel,

thanks for stepping in.