Email options recommendations

[Paul Neat]

I am trying to determine the best way for me to set up email requests.  I am using Service Desk Cloud.  I am receiving emails from systems and creating issues from them.  I have different systems for different customers, each with their own email address.  Since the emails are coming from a system, I do not need to respond to the 'customer' as the customer is a system.  I am trying to interpret what this help text means:

"Customer requests and comments are processed differently than Jira mail. Issues created via Jira email handlers don't show up as service desk customer requests. For this reason, we don't recommend using a Jira mail handler for service desk projects."

Can I or should I use the Jira email handler in my situation, or avoid doing so?

Thanks,

Paul

[Andy Heinzer · Accepted solution]

The other aspect of using a Jira Core mail handler in a service desk project is that all the user accounts that send mail to that mailbox will then have to be licensed Jira Core/Software users or JSD Agents.   Otherwise you will get an error that this user does not have the needed application access in order to create an issue in this project.

Because of this I would not recommend using that kind of mail handler for a JSD project.   Whereas when you use the JSD mail handler, the users just have to have an account in your Jira site, but those users can remain unlicensed users, and still create issues via email.

The other problem with using a Jira Core mail handler in a JSD project is that none of the issues will have a request type defined.   That mail handler cannot set this value.   This tends to cause complications to things like automation, SLAs, etc.