Jira Service Management and Microsoft 365 Aliases

[Antoine Claudé-Pénégry]

Hey there,

We are currently evaluating the deployment of Jira Service Management to manage N2 support requests. Our work ecosystem, especially email, is based on Microsoft 365.

Knowing that Jira Service Management does not allow to connect several mailboxes to the same project, we are currently testing the possibility to have several mail aliases for a single Microsoft365 box (example: support.video is an alias of support.digital).
When we receive emails from outside (people who are not on our Microsoft 365 tenant), we have no problem and the alias used is displayed as request participant and allows us to set up automation rules.

However, when an internal user sends us a request, it does not work. Apparently, Microsoft365 automatically replaces the alias with the main address before sending and we lose the information.
Have any of you implemented something like this and managed to solve this problem?

[Andy Brook]

Its really an issue of o365. An indication this is more specific top OWA

• https://answers.microsoft.com/en-us/outlook_com/forum/all/alias-mail-adress-is-not-shown-in-headers-dropped/0134b5fa-a12d-4ef3-b4d6-4cc956c43db7

You need to engage with their support to (at least get 'gathering interest' level of status!) to see if (a) Aliases can be supported at all as the final recipient, or (b) whether the Delivered-To: mail header could be set to the delivered address (rather than the mailbox).

Its always been really strange why o365 doesn't work better with Aliases, its just half a solution (mail gets there but the alias data is lost), Google managed it just fine.