How to filter for cc Mails

Kathi_reppvn

Hi,

hope to find some help here.

We're using Jira Service Desk (Data Center) and configured a Mail Support-Adress. When this mail address is stated in the 'cc' receipient of a mail Service Desk creates a new issue and set the 'to' receipient as 'Requested participants'. 

Now here is the problem: 

Our support address is often stated in the 'cc' receipient in mails which are only informel so that this isn't really a service request. We now want to filter the mails where our support mail address is mentioned as 'cc'.

Is there a possibility to do so? 

 

Rudy Holtkamp

Short answer, no it is not possible.

JSD will look in the mail support address if it finds an email, it will do some checks and either create a new Jira issue or adds a comment to an existing issue. 

You can't filter that. If you want to do this, you need to filter before the cc-ed email comes into the inbox. If that is possible depends on your email server.