How to set up email in order to be recognized by Jira?

[blabla70]

Hello, I am new in Jira, setting up the Issue creation out of the emal. When I send mail from my personal address to Jira, the ticket gets created correctly.
The problem becomes when the email is sent from the group address, ticket is not created and  Jira returns email with the error "email address not recognized", here below.

Where should I set the email so that it is recognized by Jira?

"Delivery has failed to these recipients or groups:

xxx@xxx.atlassian.net
This message couldn't be delivered because the sending email address was not recognized as a valid sender. The most common reason for this error is that the email address is, or was, suspected of sending spam. Contact the organization's email admin for help and give them this error message."

[Trudy Claspill · Accepted solution]

Hello @blabla70 

It is possible that Atlassian has blacklisted the sender's email address in the Atlassian Cloud environment.

I advise you to work with your Jira Administrators to open a support case directly with Atlassian to investigate that. Jira Administrators can open support cases at

https://support.atlassian.com/contact/#/

[blabla70]

Thank you for the suggestion, I have actually added this specific sender to Jira, and now it works, thanks again!