Create tickets via different mailboxes

[Ye Fung Tchen]

Hey community,

is it possible to create tickets in one Jira project from x different mailboxes? What we want to achieve is that depending on which mailbox the mail is sent to a new ticket is created automatically with a specific color for example. The title of the mail should also serve as the ticket title. 

Kind regards and a nice week

[Guilhem Dupuy]

Hey @Ye Fung Tchen ,

You could achieve that using Jira mail handlers, that allow you to create issues based on mails.

From there, Jira will automatically create issues where the Title of the email becomes the issue summary, and the email content the description. For each mail handler, you can also define a default reporter, which you can use further away using an automation rule to define a specific label, component or field value to differentiate each email handler.

You'll find all the information about how to configure these email handlers on the Atlassian documentation : https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Let me know if it helps,

Guilhem

[Ye Fung Tchen]

Thank you very much for your reply. We are using shared mailboxes but it seems, that we need licensed accounts to integrate the mail handlers. (https://techcommunity.microsoft.com/t5/exchange/shared-mailbox-can-have-a-password-and-login-enabled-without/m-p/280768)

A thought that occured to me is.. if it is possible to forward the mails from 5 shared mailboxes to one licensed account from which the tickets can be created in a Jira project and also distinguish where they come from and also, for example, distinguish them by color.

[Guilhem Dupuy]

Hi @Ye Fung Tchen ,

You need to have a jira administrator access to implement this, however I'm not sure about what you mean by licensed accounts.

You can indeed forward mails from several email addresses to the main one, and even though i'm not sure you can distinguish them by color you can do it by setting different "Reporters" for each original email address.

Hope it helps,

Guilhem