JSM tickets are getting rejected by Mail loop detector

[Pratibha A]

For the past two weeks, this has become a major issue.

Previously, tickets were being created despite the presence of a Mail Loop Detector.

Since we forward requests:

• From: license@company.com
  To: license@company.atlassian.net
• From: support@company.com
  To: support@company.atlassian.net

However, customers are now reporting that tickets are not being created.

Please suggest a resolution.

Although we have recently received tickets from these customers, and their email IDs are not new, the issue persists inconsistently—sometimes the tickets are accepted, and other times they are rejected.

Could you please help us understand the reason behind this behavior?

[Samuel Gatica _ServiceRocket_]

Hi @Pratibha A 

Check the following article: 

• Email REJECTED due to Jira mail loop filter 

Posible solutions:

Option 1

Connect the mailbox directly to the project, and don’t use a forwarding rule. Using the example above, if the requests are sent directly to project@domain.com, the problem won’t happen.

Option 2

The forwarding.address@domain.com is only added as a Request participant because it has an active account on your site. The project's mail handler and forward emails don't need to have accounts to create requests via mail handler.

To remove the loop, revoke access for the accounts created by these emails:

• For portal-only accounts, see Revoke access for portal-only customers.

• For Atlassian accounts, see Remove or suspend a user.

Best regards

Sam