Jira Image of the Day: Processing Email Requests in JSM

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Concept Relates To

Application Type	Jira Service Management
Deployment Type	Jira Cloud, Jira Data Center

What is shown?

Email-to-request management settings in a Jira Service Management project.

Visit: Project settings > Email

What can we learn?

In JSM its easy to accept requests submitted via email. Simply create a custom email address and then connect it to a service project. Messages sent to that special address are automatically turned into support requests. You can choose whether to accept email requests from known customer accounts or from anyone on the web.

Here’s a quick overview of how messages sent to JSM are handled. (Hint: It’s very different than in Jira.) There are three stages:

First, an email puller checks the mailbox for unread messages. This check happens every 60 seconds. If new messages are found, they are copied to the database. Messages with attachments larger than 25 megabytes are skipped.

Next, an email processer checks for auto-replies, known spam, and blocked senders. Then, new requests are created.

Finally, a database cleaner purges messages already processed and messages older than 45 days. The duration is configurable on the global mail settings page. You can temporarily make it longer or shorter for troubleshooting purposes.

Any messages received are automatically turned into support requests. Additionally, customers can reply to email notifications. In Cloud, the reply is appended to the request as a comment. In Data Center, this option is configurable based on the sender.

Tips for Managing Incoming Email in JSM

• In all deployment methods, you can add a custom email address to utilize your own domain name. I recommend you use an email address dedicated only for use in JSM.

• Don’t try to share email addresses between service projects. JSM will show an error if you do but it’s better for tracking to use a unique address anyway.

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