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Email Requests - Prevent New Tickets Via Email BUT Allow Responses To Questions / Notifications

Sebastian Delmastro_tdiucc

DON'T WANT = New tickets created via emails sent to our email address.

WANT = Customer email reply to question sent from JSD issue to log a comment in the issue.

WANT = Customer email reply to a notification sent from JSD issue to log a comment in the issue.

Business Goal = We want to force the user to fill out a number of fields on the request / issue record. This level of details would not be obtained from a ticket automatically created from a received email.

Accepted answers

Marini Marini_oy8r62

Hi @Sebastian Delmastro

Welcome to the Atlassian community!

I believe the functionality that you are looking for is built-in features in JSM (Jira Service Management) (previously known as JSD (Jira Service Desk)).

To disable any requests created from your JSM email channel, you can go to Project Setting -> Email Requests. Click the triple dots on the top right of the page. Click "Disable all email requests". Then, all emails sent to your JSM email channel will be ignored.

Depending on your Notification Scheme configuration, the customer will receive a notification from Jira when, for example, an issue is updated. To add a comment to the issue, the customer can reply to the email notification directly, without a need to go to the JSM portal. The email body content will be added as a comment on the issue.

Additionally, if the customer would like to add a user as the participant of the ticket, the customer can add the user's email address to the "cc" of the email. Jira will automatically add the "cc" email addresses as the Request Participant of the issue.

For more info, please refer to https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

I hope the above answer helps!

Regards,

Marini

Tomislav Tobijas

The above-mentioned suggestion of disabling JSM email requests won't actually work - the system will not create new requests but also won't leave replies as comments. We've had a few of the same requests as the original question status and I have not found a built-in solution for this.

Anyhow, we have made a 'workaround' for this by using automation - whenever a new issue is created (request type = emailed request) automatically close the issue and leave a comment that points the user/requester to use the JSM portal/help center, together with the link to the portal.

This was actually really adopted by all of our clients that wanted to transition from using emails to using JSM and it proved to be quite efficient as well.

All comments

Marini Marini_oy8r62

Hi @Sebastian Delmastro

Welcome to the Atlassian community!

I believe the functionality that you are looking for is built-in features in JSM (Jira Service Management) (previously known as JSD (Jira Service Desk)).

For more info, please refer to https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

I hope the above answer helps!

Regards,

Marini

Sebastian Delmastro_tdiucc

Thanks @Marini Marini for your feedback.

One question, is you disable all email requests, in order for all emails sent to JSM email channel to be ignored. The replies to jira email notifications will be taken in as comments or not?

Thanks

Sebastian

Marini Marini_oy8r62

@Sebastian Delmastro

The replies to the Jira email notification will still be taken in as a comment. This process is handled by Jira notification and it is not related to the JSM Emailed Request setting.

Sebastian Delmastro_tdiucc

Thanks @Marini Marini !

Tomislav Tobijas

This was actually really adopted by all of our clients that wanted to transition from using emails to using JSM and it proved to be quite efficient as well.

Shaun Beavan

I wish this would be marked as the accepted solution as this is the only option that worked for us as well.

Akriti Gupta_cjfnug

Hello Everyone,

You might try this one: https://confluence.atlassian.com/jirakb/set-up-jsm-mail-handler-to-only-allow-comment-on-existing-issues-but-prevent-creating-new-issues-from-emails-1115652434.html

Soto, Jose

Hello Tomislav.

I created a similar automation as a workaround and it is working great. However, One of the things I was hoping to do was to create an exception list where I can allow a few email (from service accounts) to create tickets via email as they are generated from our monitoring system and alert us when there is a matter that needs attention on a workstation as an example. Do you have a workaround for that?

Tomislav Tobijas

Hi @Soto, Jose ,

The first thing that came to mind is just to add a condition for this integration. E.g. monitoring system would send an email that would have some distinct summary or description word (e.g. "ALERT") + this integration would probably have its own reporter account so you could add Reporter condition as well.

When implementing this rule for 'auto-closing of tickets', you could simply add these two conditions:

Summary/Description doesn't contain 'keyword'
Reporter is not <system-integration-user>

Or just a reporter condition would be enough.

Again, it's not that easy to give a solution without seeing how integration is currently implemented, but something like this could, theoretically, work.

Cheers,
Tobi

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