Don't want a ticket to be created per mail when the connected email accounts isnt the main recipient

[Maxime Nedeau]

The connected email accounts on my project on JIRA Service Management is xxx@aa.com.

How can I configure my project for not creating a ticket when my adress xxx@aa.com is in copy of the customer email and not the main recipient of the email ?

Thank you for your answers, 

Regards

[Gaurav]

Hello @Maxime Nedeau 

Welcome to the community!!

This feature is currently not available with the native Jira Service Management. That being said, there are plugins available that helps extending the native email functionality and help with this.

You might have success when using the Enterprise Mail Handler for Jira. But I personally have not used or implemented this.

[Maxime Nedeau]

Thanks you for the answer ! 

[Angélica Luz]

Hello @Maxime Nedeau,

Welcome to the Atlassian Community!

When using a custom email address on a Service project, the emails from the inbox will be read by Jira and a ticket will be created.

With this said, as the emails land in the inbox even if the address is in copy and not the main recipient, Jira will read it in order to create a new ticket.

• Email process for POP, IMAP, cloud, and other email types

Google and Microsoft custom emails

Jira Service Management looks for messages in your inbox that:

• are unread, and;
• were received after your email account and service project were linked

Emails using POP

Jira Service Management looks for messages in your inbox that:

• have the Deleted flag set to false; and
• were received after your email account and service project were linked

Emails using IMAP

Jira Service Management looks for messages in your inbox that:

• have the Deleted and Seen flags set to false; and
• were received after your email account and service project were linked

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica