In Channel and self service in email option instead of atlassian.net required my org domain

[Abilash]

In our org we are planning the email option in channels and service of an project for raising ticket in jira ,so we required to use our domain like jira@jetking.com instead of atlassian .net . so let me know possibilities .

[Rilwan Ahmed · Accepted solution]

Hi @Abilash ,

Go to your Jira space settings --> Channels and Self service --> Email --> Add External Email
Direct link:  https://<DOMAIN>.atlassian.net/jira/servicedesk/projects/<PROJECTKEY>/settings/email

 

Please note: If you are adding two or more emails to single Jira project, update the Reply-to Address also.

In Jira Service Management, when customers reply to email notifications for requests created using channels other than email, it goes to a reply-to address. By default, the auto-configured Atlassian cloud email address is set as the reply-to address for your project. When additional email addresses are connected, admins can set any of your connected email addresses as the reply-to address.

[Abilash]

Thanks for your response. It's working, but when selecting request types, it's not showing all types—only limited request types are appearing.

[Rilwan Ahmed]

Hi @Abilash ,

A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional. 

The Description (system field) is necessary for the processing of requests received via email with a Jira Service Management mail handler, so you can’t remove it from the request types being used for this purpose.

[Abilash]

Hi  @Rilwan Ahmed  ,

Thanks, it's working! However, I have a couple of questions:

1. After adding description Only some request types are showing when I select the request type option. Is this expected, or should all types be visible?
2. Is there any option to create just one email address that can support all request types based on the user's query? Creating a separate email for each request type doesn't seem practical. Is there a possibility to set this up?

[Trudy Claspill]

Hello @Abilash 

If you already have an email account set up through another email service you can provide configuration information in JSM to connect to that external account's inbox and read the emails that are sent to it. Refer to

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/