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How to configure the Email Request to a specific folder inside mailbox

Japhet Morada

There are multiple project that uses a 1 email and each project has designated folder inside the inbox folder

the plan is to create multiple jira service management project and all of these project will be using 1 email only, these projects are pointing to their corresponding folder inside the main folder (inbox folder) of that single email.

after some testing it seems that the email request looking at the main folder (inbox folder) only. Is there any way to configure the email request of a jira service management project to a specific folder inside main folder (inbox folder)?

Accepted answers

Dirk Ronsmans

Hi @Japhet Morada ,

Unfortunatly this isn't possible using the builtin options, also explained here:

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

Jira Service Management only reads emails from your inbox, and not from other folders.

If you really need this you could consider using an email app. I've personally used Email This Issue for this and that does allow me to connect to any mailbox with specific folders.

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

But I'm sure there are also others.

All comments

Dirk Ronsmans

Hi @Japhet Morada ,

Unfortunatly this isn't possible using the builtin options, also explained here:

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

Jira Service Management only reads emails from your inbox, and not from other folders.

If you really need this you could consider using an email app. I've personally used Email This Issue for this and that does allow me to connect to any mailbox with specific folders.

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

But I'm sure there are also others.

Alex Koxaras -Relational-

Hi @Japhet Morada

You can achieve this with Jira's incoming mail servers and mail handlers, which are different from the one that JSM projects are using. Mail handlers have the ability to parse emails from specific folders. However there are side effects to that story.

The main thing is to have a clear business scope/business requirements and to decide for yourself if using Jira's mail handler is the optimal solution.

Dirk Ronsmans

Don't you also have the disadvantage of having to license each user with the interna handlers?

Alex Koxaras -Relational-

You can set the default reporter as a licensed user. This is a disadvantage if you need separate users who creates issues. However recently, I've set up such a case for one of my clients:

Two separate email accounts (incoming mail servers)
Four different email handlers (imap looking at different folders)
One reporter

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