Sort email-created JIRA tickets into different projects?

[Jake Rubenstein]

I have successfully setup an email integration to create tickets from inbound emails using the Default Cloud Mail Server, which has an email address associated with it. We are creating the tickets by using a dedicated mail handler that sends to the email address associated with the Default Cloud Mail Server.

My question:

• Given there is a one-to-one relationship with Mail Handlers and projects, is it possible to assign a ticket to a different project/issue type based on data within the source email it was create from?

We would like to centralize our process and funnel all emails to one inbox and create tickets from there. Any tips greatly appreciated. 

[Alex Koxaras -Relational- · Accepted solution]

Hi @Jake Rubenstein and welcome,

I recently faced a similar problem. Try the following:

• You can create a new incoming mail server
• On THAT email account to which you will setup the above mentioned server, you have to create some inbox rules about your incoming mails, so as to categorize them to different folders.
• Create X mail handlers, which will read from a different directory/label
• These email handlers can send your email to different projects with different issue types

Hope all the above helps.

Alex

[Jake Rubenstein]

Thanks for the reply. How do I configure the mail handler to read from different directory/label? Is it just the Folder Name field? 

[Alex Koxaras -Relational-]

Yes, that's it! But you have to make sure that you spell it exactly as you have created it in your mailbox. Make some tests just in case.

[Jake Rubenstein]

This only works for IMAP and unfortunately I could not get it working for Outlook Online. 

I used a distribution list to get around this although it is a case of "it's working but not sure why/how". Hopefully this integration is enhanced in the future. 

[Nic Brough -Adaptavist-]

No, that's not what the default email handlers do.

You'll need to find or write an email handler that can do the filtering you need.