Create JIRA Ticket through Mail Forwarding in specific project

[Shasheekant Patel]

Dear Community,

To enhance the productivity of the internal team member's we need to develop some strategy for "Creating the Jira Ticket through Email Forwarding in specific project", this will help the team for maintaining the status as well time log, otherwise right now while they are maintaining the status JIRA for logging the ticket team requires 2-3 hours in a week. 

We tried to configure the Incoming mail and mail handler, but it doesn't solve our problem as through this configuration Jira is creating tickets for all incoming emails  in the inbox mail.

We are looking for the solution that JIRA should create only the tickets of the selective mail which will be forwarding by the email user instead of all inbox emails.

[Sharumathy Krishnan · Accepted solution]

Hi @Shasheekant Patel 

If you are looking in creating an automated ticket through email for Jira Software, the incoming mail handler can assists you Additionally, if you prefer not to create a ticket for every email received, you have the option to set up a folder for forwarded emails and then you can specify the folder name in the incoming mail handler.

In Addition, Jira service management offers various methods to configure automated Jira ticket creation. These methods include emails, customer portal, widget and chat. Furthermore, this feature allows you to have separate licenses for customers (no licenses required) and agents who work on the tickets (needs license).

For your requirement, you have to create a JSM project and configure the email - here is the link on how to configure it - jira-service-management-cloud/docs/receive-requests-from-an-email-address/ 

Hope this helps, Kindly let me know if you have any other questions.

Thanks,

Sharu

Empyra Software Solutions

[Shasheekant Patel]

Thank you for your precious time and information. I really appreciate your quick response and shared information.

I have one more problem. How we can create jira ticket from email to different issue types in one project. We have tried to add multiple incoming handler with different issue types for the similar "Catch Email", however Jira is creating the ticket by default for the first created issue types mail handler.

[Sharumathy Krishnan]

Hi @Shasheekant Patel 

My pleasure. 

Catch Email address - Process email only if a specific recipient is included in the To, CC, or BCC lines (e.g. issues@mycompany.com). You can use this option if you have multiple aliases for the same mail account and want to receive emails from only one alias.

You can only specify one catch email address and one issue type per mail handler. 

So, can you kindly make sure you don't have the same email address (same alias) set for default and the other incoming handler. 

Thanks,

Sharu

[Shasheekant Patel]

Hi @Sharu - Empyra Thank you for your response.

I have tried in both ways by entering similar and different email ID of our jira site user who mostly handle the emails from client, then also only first created mail handler is working. Some times tickets are not creating through mail...could you please assist me in this problem.

As a jira admin, I want to create mail handler for my internal user who are handling the project query from client through mail, so for them how I can configure the incoming mail server. As an admin if I will create one mail server from my mail credential, then will it work for other internal users mail handler?

[Sharumathy Krishnan]

Hi @Shasheekant Patel 

I am uncertain about the configuration you have provided for the incoming mail server. However, you can submit a request to Atlassian by providing them with the instance link and screenshots of the configurations. They will assists you with this matter.

https://support.atlassian.com/contact/ 

Thanks,

Sharu

Empya Software Solutions  

[Asha Goyal]

Hello @Shasheekant Patel 

Is this requriement for Jira service management project or Jira software project?

Thanks

[Shasheekant Patel]

My requirement is related to Jira Software product/project only. Moreover, If you can suggest the process for this requirement in Jira Service management then it will increase my process knowledge too.