Mail handler - use default reporter when sender is not registered.

Roman Holdener

We are using JSM server mainly for internal support and all of our internal customers have an account. We are also using e-mail requests. However, sometimes external clients contact us (by e-mail). We do not want external clients to have accounts in our jira instance (as our jira instance is not accessible from outside anyways). So, when an external client sends an e-mail, the reporter should be set to a default reporter. This is possible if a add an e-mail handler for a software project, but in service management mailhandlers, there is no such option. So should I create a standard-mailhandler and link it with the service management project instead of using the e-mail channel option right in the project (which is basically possible) or is there another approach to deal with that usecase?

Jack Brickey

So I assume you would create a single customer that has a Jira account and set that as the default? You would not want to use a JSM agent for default I think.  I have not attempted this but should work and easy enough to test. Of course you want know who reported the issue unless it is buried in the email body but I guess that isn’t important. Another thought, you could have a support@mycompany.com email that customers send to and then your mail client forwards that to your JSM email handler and have that email be a customer in your JSM project.