Emails sent by customers are "Rejected" by the JSM mail handler

Still need help?

The Atlassian Community is here for you.

Ask the community

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.


E-mails sent by JSM customers are being rejected in Jira Service Management with one of the below error message in the processing logs:

  • Auto-reply mail

  • Bulk mail



  • Any relevant information that clarifies the environment that an issue occurs in such as Database (type and version/s), Browser (type and version/s), OS (type and version/s), Java version, etc...

Diagnostic Steps

  • Any specific steps necessary to reproduce the issue that will ensure that the customer is actually experiencing the same problem as the one that that is being described. 

  • Steps like these will often involve checking data using SQL SELECT queries to see if the application is in a particular state OR any checks to ensure that the customers environment is in a state that will bring about the described problem

This section is optional, especially if the problem is triggered regardless of the environment and diagnosis


Fill in the root cause for the issue here, try to answer why this problem comes up in the first place.


Workarounds are ways to temporally circumvent a problem, although it still exists in the application.

  • This is optional depending whether or not a workaround exists, maybe a resolution exists instead

  • Give specific step by step directions

  • You can use a bulleted or numbered list

    SELECT * FROM users;
  • If you're suggesting the use of SQL INSERT UPDATE DELETE operations please include the following warning:

    Always back up your data before performing any modifications to the database. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.


Resolutions are ways to fix problems in the application once and for all, generally these wouldn't be hacky solutions.

  • This is optional depending whether or not a resolution exists, maybe there's only a workaround, or maybe there's a workaround and a resolution

  • Give specific step by step directions

  • You can use a bulleted or numbered list

Last modified on Sep 28, 2021

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.