Project Email Address as Request Participant and Mail Loops

Recent Action

The AAP team has removed access to the following project email addresses:

Click here to expand...

aascsys@syr.edu
accesibl@ot.syr.edu
acshelp@ot.syr.edu
acsserv@ot.syr.edu
adtt@ot.syr.edu
aeaweb@ot.syr.edu
arch@ot.syr.edu
as@ot.syr.edu
asweb@ot.syr.edu
auxhelp@ot.syr.edu
bb@ot.syr.edu
bsrrep@ot.syr.edu
catering@ot.syr.edu
citrus@ot.syr.edu
cisunix@ot.syr.edu
consult@cas.syr.edu
dlp@ot.syr.edu
ecscit@syr.edu
esehelp@ot.syr.edu
falk@ot.syr.edu
falkweb@ot.syr.edu
firstyear@syr.edu
help@ot.syr.edu
housing@ot.syr.edu
hrssc@ot.syr.edu
idmhelp@syr.edu, idmhelp@ot.syr.edu
infosec@ot.syr.edu
imodules@ot.syr.edu
itscm@ot.syr.edu
lawfacil@ot.syr.edu
lawhelp@ot.syr.edu
lcscit@ot.syr.edu
lits@ot.syr.edu
maxcomms@syr.edu, maxcomms@ot.syr.edu
maxictsys@ot.syr.edu
ndd@ot.syr.edu
ols@ot.syr.edu
sehelp@ot.syr.edu
siihelp@syr.edu, siihelp@ot.syr.edu
soe@syr.edu
uchelp@ot.syr.edu
vett@ot.syr.edu
vpa@ot.syr.edu
wiring@ot.syr.edu

Background Information

Project teams have noticed several rejected messages within their project mail log. The tickets have the project email address listed in the Request Participants field. These participants are notified when comments are made. Since the email address is the project email address, this email would create a mail loop and the system rejects this message. This is good as it prevents a problem, but we don't want to project email address listed in this field. This also creates additional "noise" in project email logs.

The following screenshot depicts the error shown in Project email logs. The initial request creation resulted in a ticket being created but at the same time the Request Participant was added with the email forward. A reply was sent to a forwarded address, then came back into the project email queue. These will be Rejected, Sent from within the project, and caught by the Jira mail loop filter.

Atlassian adds the original mail address as a CC to any email that is forwarded to the system. We forward most mail to the cloud. For example, aascsys@syr.edu is forwarded to aascsys@su-jsm.atlassian.net. Atlassian will auto-add the original email address to the email as a CC. And we allow all CC addresses to be a Request Participant for that ticket.

Atlassian has a public reference page: https://confluence.atlassian.com/jirakb/email-requests-rejected-due-to-jira-mail-loop-filter-1189798024.html

Current Status

The AAP team will be removing access for those project email addresses to the JSM cloud site. This will only stop that address from being added as a Request Participant and stop the rejected message. Communications to the Reporter, Assignee, and all other individuals will function as normal.

Action Needed

If you notice your project email address in the Request Participant field, feel free to remove it from any existing ticket. And please contact us at aascsys@syr.edu and we will work with you to remove access to that account in order to correct this for future tickets.

Email requests submitted to an @ot.syr.edu vanity address after the fix has been applied will still route into Jira and create tickets and retain that functionality.