Next-gen email channel configuration

Jennifer Schmidt

I'm still using the trial version of Jira ITSM. I setup the request type for email requests and used our distribution list email address to create tickets.  It's working, but it's also creating tickets for every email I receive, even though it's sent directly to me and not the distro list. 

For the emails that create legitimate tickets, shouldn't I be able to reply to the email and have it update the ticket?  When I do that it creates a new ticket.  Is there a more comprehensive guide to setting up email requests in next-gen projects?

Angélica Luz

Hello @Jennifer Schmidt,

Welcome to Atlassian Community!

When using a Service Management project, it's possible to add a custom email to receive requests, but not a distribution list. 

The email used on a service project must be specifically for that and no one should have access to its inbox (only an administrator) to make sure Jira will read the emails and create the tickets correctly.

• Add a custom email account

There are some feature requests suggesting improvements for that:

• Ability to Allow Support Email Address To Be Included in Distribution List 
• Ability to use Google Group email for email request

Please, click on vote and watch to receive updates about the feature.

Kind regards,
Angélica