Email request rejected by SD auto reply filter even though customer is whitelisted

[Nilsen_ Kim]

Hi,

We are using the cloud version of JIRA service management. Our client sends us tickets through their ticket management system, so we don't have to log on a VPN to always monitor tickets. 

The client is whitelisted with their mail support@support.com. Still their mails are being rejected by the SD auto reply filter. 

I also tried removing the client and allowing anyone to send a ticket to the project but this is still being rejected. 

Does anyone know a solution to this problem?

[Jack Brickey · Accepted solution]

Hi @Nilsen_ Kim , it sounds like you have followed the instructions found in this issue - JSDCLOUD-1924 but are still having issues. Is that accurate?

[Nilsen_ Kim]

Hi Jack. Thanks for the link to the issue. I had read this earlier, but i had misunderstood where the whitelist function was. I followed the tutorial in the issue, and resolved the issue. Thank you for the help!