How to prevent automatic email requests from another service desk system that sends out auto-reply?

[Jeremy]

My Jira Service Management Cloud system sends out a confirmation mail to the customer when a ticket is created after their mail. The confirmation mail sends the mail to the servicedesk system (not Jira) of the customer and makes a ticket at their system. This sends a confirmation to us and so the cycle repeats without wanting this. Does anyone know how we can this?

[Kris Dewachter · Accepted solution]

Hi @Jeremy

Are you using the Atlassian email adress that comes with your JSM project, or are you using your own email account ?

In case of the first option, I don't think there is a way to counter this. Unless you can convince the non-Jira service desk system to disable email confirmations to your system.

The other option could be to configure Jira so it uses your own email account which you could configure on the mail server to block confirmation emails, but allow others to pass.

Other option could be to look at an AddOn that could handle this.

Best regards,

Kris

[Jeremy]

Hi @Kris Dewachter , we are using the email adress that comes with our JSM project. If there is no way to block confirmation mails in our system, I think we go with the solution of sending mails with a private mail adress.

I thought there was another way to block the mails and other people with the same problems.

But, thanks for helping!

[Muhammad Moazzam Hassan]

Go to Project Settings > Email Requests > Click on the three dots above on the right side > Click Manage Block Lists and block the sender email.

[Jeremy]

Hi @Muhammad Moazzam Hassan , we want to receive mail from the customer but not the automatic confirmation mails. So is there an option to make a difference in this?

[rawad.saymeh]

Stop ticket creation from automatic replies | Jira | Atlassian Documentation