Emails sent by customers are "Rejected" by the JSM mail handler
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Problem
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
Diagnosis
Environment
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
Cause
Fill in the root cause for the issue here, try to answer why this problem comes up in the first place.
Workaround
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.
Resolution
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