Allow Service Management To Process Forwarded Email
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
There is no option to white-list email addresses to prevent forwarded mail from being discarded as invalid under Service Management settings. There is a feature request raised in JSDSERVER-1924 - Provide an option to allowlist email addresses to prevent mail from them from being discarded as invalid under Service Desk settings and has been implemented in JSM 5.5 (and later). See also Jira Service Management 5.5.x release notes
Diagnosis
Environment
Any Jira Service Management with Incoming Mail Channel configured version < 5.5.0
Workaround
Navigate to Administration > Add-ons > Manage add-ons (on newer versions of Jira this would be Administration > Manage Apps > Manage Manage Apps )
Look for Jira Service Management and expand the section
Expand the XXX of XXX modules enabled
Disable these responsible modules of Service Management:
SD Bulk filter(sdBulkFilter) for messages marked as spam
SD sent from Jira filter(sdJiraFilter) for messages originating from a Jira instance
SD auto reply filter(sdAutoReplyFilter) for messages with a different value than "no" set for the Auto-Submitted header
NOTE :
The provided workaround will apply to all emails processed by the filter, which can cause incorrectly created issues. Being able to white-list addresses should prevent this from happening.
To make sure that the right module has been disabled, run the query {{select * from pluginstate;}} and verify that {{com.atlassian.servicedesk:sdAutoReplyFilter}} is set to false.
Later versions of JSM may have had the module names changed to the following:
* Service project Bulk filter
* Service project auto reply filter
* Service project sent from Jira filter
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