Having a single common email address (incoming) for all projects

Question

Hello Members,

What is the way forward for us to keep a single email something like (support@applab.qa) as the capture email (a centralized one) on Jira Service Manager to which all users can forward their support requests to, and these emails will be routed to respective projects based on the "from address" of the user.

Please help, inputs are much appreciated,

Thanks & Regards,

Ajith R S

Danyal Iqbal · Answer

You cannot filter based on the from address. you can only filter based on the subject.

Dirk Ronsmans · Answer

Only way I can see this working is with an app. Something like JETI (Jira Email This Issue) which you can connect to an IMAP mailbox.

On those you are able to select a folder to read from instead of the inbox.

You would then need to preprocess the mail to move them to a folder for each project too.

Jack Brickey · Answer

That is not possible. Each project must have its own email. You could preprocess the emails outside of Jira and forward them to the appropriate project. Obviously accuracy will be completely dependent upon the accuracy/reliability of the content of the body.