Email Handler Using to fields (to, cc and bcc)

Question

I was wondering why the mail handler catch email address uses the to fields rather than the from field.  I am setting up some automation to receive alerts from our monitoring systems, so they can readily be turned into tickets to be worked when appropriate.

While i have it working with a no-reply email address from the system, I had expected that it would be looking for a specific address from the monitoring system when it was submitted to the Jira email address.

unknown · Answer

I am using automation to update the ticket as they arrive.  What i was trying understand, is why the from email address is not used by the email handler to trip which handler will use it.  I currently have email handlers besides the default one.

The first email handler manages emails from the alert server, but it requires some email that is in the to, cc or bcc fields rather than from icinga@com.  I was a bit concerned that putting incinga@com in these fields might trigger some type of mail loop.  In the meantime i am using a no-reply email address that sends i don't answer these email response.  So its not too bad.  Preferably, it would work more like my outlook rules: do something when email arrives from cinga@com; then there is no potential of issue.

I am assuming there must have been a reason to implement as it currently is, just trying to understand what the issue was using the from email address.

Liam Green · Answer

Hi Tom

Welcome to the Community!

I'm a little confused with your request - you're trying to set up Jira so that your monitoring system sends an email and that creates a ticket, but you don't want to have to manually check all tickets?

I'd imagine you could do it with automation, so that if specific criteria are met it closes the ticket automatically.  I may have misunderstood the issue though, so if you could clarify that would be great