Problem with Google Groups and Jira Service Desk

[Jeffrey Bistrong]

The problem

When the email comes through google groups into JIRA, the google groups Alias is also being added as a request participant on the jira ticket, such that when the "request created" (among other) notifications/responses are triggered to the reporter and participants this loops back into jira and creates an additional ticket which is problematic as we are receiving thousands of emails per day.

Scenario:

Tools in use

Google groups

jira service desk

project automation for jira

Workflow

1. User send email to google groups alias: googlegroups1@mycompanydomain.com

2. We have added the email address jira-key@company.atlassian.net

3. When the email comes into JIRA Service desk, the automation for jira tool is looking for certain text that is added to the to body of the email (basesd on which google group it is sent to) and sets the Component based on the google alias that the email was sent to (see below).

Background

We have about several hundred groups of users of users that are sending emails to

googlegroups1@mycompanydomain.com

googlegroups2@mycompanydomain.com

googlegroups3@mycompanydomain.com

We have to set the jira component based on which alias its being sent to.

Solutions we tried

- using automation for Jira to clear all request participants, but that also clears out everyone who was also CCed on the email - this won't work

- using a google email address to auto forward to jira - does not work because we lose the request participants and we don't get the info as to which email address it was sent to, to set the component properly and route the ticket to the appropriate internal department

[Alexis Despeyroux]

Hello I have the same issue. Did you find something? 

[Jeffrey Bistrong]

we ended up created a gmail account as the main distro list to forward into jira and then in gmail we blocked the jira email addresses