can I add multiple email channels with same email address but different source folder to a project?

Question

Hi,

We are configuring the function which allows tickets created from the user sent emails.

We created a dedicated mailbox for doing that, and we also created several folders that  different external clients can send their email to their own folder. And our goal is to let Jira create issues from these different folders and assign the issue to different queues

We tried the "Email Requests" function under the project settings, but I noticed that for each email address, I can only set one channel. Is there anyway to add multiple email channels with same email address but different source folders?

We also tried the "Incoming emails" function on system level, it can set the source to different folders but seems cannot assign the created issues to a specific queue.

Can you suggest us what is the best way to achieve our goal in our case?

Many thanks

Shuoyu Hu · Answer

Hi Sebastian,

thanks for your quick reply!

We don't use cloud at this moment.

Actually I'm thinking if JSM supports one email address can only be associated with channel, we may can use automation rule to assign these created issues to different queues based on the keyword or something.

Do you think if it's doable?

Regards,

Shuoyu

Sebastian Krzewiński · Answer

Hi @Shuoyu Hu

JSM don't have feature like you described out of the box. You need to search additional app that will provide you this. In the past I used:

- https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview

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

but I don't know if they provide folder feature in cloud.