Creating Tickets from a specified email folder only

Question

Hi,

I am trying to help setup our companies Customer Support. The majority of our emails come through our support group email. However it's a group email and I don't have the password for that email. How can I Create a mail server with my work email then have it take all emails I put in a certain folder and create tickets from that folder? I have a folder and have been able to have Jira create tickets from said folder, however it always creates a ticket from any email that comes to my inbox as well. I only want it pulling from this specific folder. How do I set this up so it doesn't take every email I get from my inbox but only the specific ones I put in the folder?

Daniel Ebers · Answer

Hi lynden,

welcome to the Atlassian Community!

Currently, JSD mail handler only able to detect main mailbox not other mailbox or folder.
There has been a Suggestion on what you brought up - and was canceled as "not being considered".

https://jira.atlassian.com/browse/JSDCLOUD-1518

The last input was "We appreciate the merit of this issue, but don't intend to work on it in the foreseeable future. We'll review it again within a year to see if our decision has changed."

Cheers,
Daniel

Dirk Ronsmans · Answer

Hey @lynden and welcome to the community,

To be able to specify the folder you are pulling emails from you will need to set up the incoming email Handler with the IMAP protocol.

Afaik, that the only one that allow you to select which folder to read the emails from. Otherwise it always default to the Inbox.

https://support.atlassian.com/jira-service-management-cloud/docs/email-process-for-pop-imap-cloud-and-other-email-types/

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/