Email this Issue: JSD handler that sends auto-response

[Amir Ghaemian]

Hey, I have a use-case that I would like to know if JETI can solve. I couldn't find anything around this googling or in the doc. 

Use-case:

I have a JSD projekt with Customer Permission "Who can raise requests" set to: 
"Customers who are added to the project"

This means also that only customers who are added to the project can raise requests through email.

If someone that is NOT a customer in this project sends an email to the mail inbox. I would like them to get an auto-response describing why their email was not processed. 

Is this use-case possible with JETI? 

Cheers

[Sajit Nair _Trundl_]

Hi @Amir Ghaemian , 

It depends on how you have set the email handler.

If you have checked the *create user* option, it might be creating a new user with default permissions and creating the JIRA issue for the same.

All and more on this can be found here - https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html#Creatingissuesandcommentsfromemail-handytips 

Just scroll up and down the page and you shall get what you need.

Please let us know if it does/doesn't work

[Amir Ghaemian]

Thanks for the answer but that page describes how to manage Jira standard mail-handlers. And those handlers can't handle the use-case I'm after since I don't want non-customers to of the Jira servicedesk project to be able to create Issues.

But I do want them to get a response saying that their email wasn't processed. Which is why I thought maybe an add-on like "Email this Issue" might have functionality to solve the problem.

[Tibor Hegyi _META-INF_]

Hi @Amir Ghaemian ,

Email This Issue has its own mail handlers. The new mail handler type called "Next-gen Mail Handler" allows you to build your handler logic from building blocks.

Documentation: https://metainf.atlassian.net/wiki/spaces/PLUG/pages/436469838/Next+Generation+Mail+Handlers

Tutorial: https://metainf.atlassian.net/wiki/spaces/PLUG/pages/483524709/Setting+up+a+Service+Desk+with+a+Next-Gen+Mail+Handler

The below screenshot is an example that supports your use case. I have not tested it myself, but it takes a few minutes only to build this handler and you can test it yourself.

If you need more help, please contact us in our support channel: https://metainf.atlassian.net/servicedesk/customer/portal/1

Regards,

Tibor

[Amir Ghaemian]

Thanks a lot Tibor, this solved my use-case.

I must say the new Next-Gen mailhandlers are really neat! Great product!