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Is there an option to have multiple incoming email handlers for ServiceDesk?

Bob Sellers

Our Service Desk allows for incidents and requests to be submitted. Jira Service Desk allows for only one incoming mail handler to auto assign to an issue type. Can more than one be configured?

I can create a custom mail handler in Jira Software but the incoming mail is not handled the same way. Example: Confirmation of receiving the email and the survey upon closure.

Any ideas on how to "auto assign"?

thanks!

Accepted answers

Michael Andolfatto

Jira Service Desk has it's unique mail handler which will create an issue with a Request Type and uses the Customer Notification Scheme (Confirmation of receiving the request/Satisfaction survey) you can unfortunately only tie it to a single Request Type.

You could look at an automation plugin that recognizes a keyword and triages issues into a separate Request/Issue Type. Or else use the standard Jira mail handlers, but as you said they won't use the Customer Notifications and won't tie issues to a Request Type.

All comments

Mikhail Ershov

Have you tried to use automation rules? It looks like this is what you are looking for.

Michael Andolfatto

Bob Sellers

Yes, I just found them. My last job, we created our own ServiceDesk front end to Jira (the year Atlassian announced ServiceDesk) and we were doing it with the custom mail handlers.

This is doing it after the issue is created rather than prior to.

Thanks!

Muhammad Bilal_r2rxjd

Hi Bob,

I have been trying to figure out the problem regarding ''MAIL HANDLER'' we have the app Email this issue, plus i have activated some settings on the GLOBAL MAIL SETTINGS as well, now the problem is when the unknown customer send the request to the portal we can not receive it. Yes i have already turned it on the settings'' any one can send the request''. I think my problem is with the mail handler. I really have to fix this issue asap. By the way i am getting these error as below.

1) The message was rejected because it is a bulk mail. (By handler) -->SD Bulk filter ? what is SD Bulk filter?

2) The message was rejected because it is an automated delivery status message. ( By handler ) --->Delivery-status email filter

3)) Signup is not currently available ---> Service Desk Mail Handler ( already activated the configuration any one can send the request )

Because we have clients from unknown email ID's. Please advice

Bob Sellers

Refer to the following items:

When creating your mail handler, this is an option listed to assist with the handling of bulk mail items named "Bulk".
1. Action that will be performed for emails with the 'Precedence: bulk' or emails with an 'Auto-Submitted' header that is not set to "no".
This could be referencing the Bulk mail option as well.
I do not understand your question.

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