Next-gen email channel configuration

[Jennifer Schmidt]

I'm still using the trial version of Jira ITSM. I setup the request type for email requests and used our distribution list email address to create tickets.  It's working, but it's also creating tickets for every email I receive, even though it's sent directly to me and not the distro list. 

For the emails that create legitimate tickets, shouldn't I be able to reply to the email and have it update the ticket?  When I do that it creates a new ticket.  Is there a more comprehensive guide to setting up email requests in next-gen projects?

[Angélica Luz · Accepted solution]

Hello @Jennifer Schmidt,

Welcome to Atlassian Community!

When using a Service Management project, it's possible to add a custom email to receive requests, but not a distribution list. 

The email used on a service project must be specifically for that and no one should have access to its inbox (only an administrator) to make sure Jira will read the emails and create the tickets correctly.

• Add a custom email account

There are some feature requests suggesting improvements for that:

• Ability to Allow Support Email Address To Be Included in Distribution List 
• Ability to use Google Group email for email request

Please, click on vote and watch to receive updates about the feature.

Kind regards,
Angélica

[Jennifer Schmidt]

Thanks for the quick response.  I created a shared mailbox in O365 but I can't add it because shared mailboxes don't have passwords. Does it have to be a licensed account?

[Angélica Luz]

Hi Jennifer,

We confirmed with our developers' team that shared mailboxes are not supported by Jira Service Management. 

The mail channel in Service projects was not designed to work with shared mailboxes, so in this case, it would be necessary to use a not shared email address or the Cloud email address that is automatically generated for the project.

[Jennifer Schmidt]

Giving the mailbox a license worked for me, it's just unfortunate because it will be subject to our password policy.  Thanks for your help.

[Emma Wright]

Thanks for the comprehensive post @Angélica Luz, really helped me out.