JSM create issue by email questions

Question

Hi

Where can I find the answers to these questions? Any Atlassian documents?

When a client sends an email to our JSM email it creates an issue in our JSM project = Good

If the client CC's someone else when they send that email request in and that person replies to all, does it create another duplicate issue in JSM?

If the JSM email is in the CC or BCC email field does it create an issue in JSM?

I'm looking for documents on the email sending and what happens if....

Thanks

Wendy

Robert Wen_Cprime_ · Answer

So, to answer your questions, it depends on how your Jira admin has set creation of customer accounts.

If it's set up to allow anyone to be a customer, then yes, as soon as someone replies all to the CC:, then a duplicate issue is created.  If customer account creation is manual, then the reply will be ignored.

If someone puts the JSM email on CC: or BCC: it depends on if they already have a customer account or if customer account creation is automatic.  In those cases, yes, a service request would be created.

Wendy Gem Thorneloe · Answer

Hi

Thanks

Ya I read those documents. It didn't answer my questions.

Thanks

Wendy

Robert Wen_Cprime_ · Answer

Hi Wendy!

Here are the documentation pages for JSM and email: https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/