what is the Jira channel in the service desk

Question

I have configured our service desk to retrieve emails sent to our Google email system addressed to our help desk service account.   And it does that.  But, for every email it retrieves it creates two tickets... one in the Email channel with the specific Request type I assigned and another in a Jira channel with no Request type.  Interestingly enough, it creates the latter one first... How do I get rid of that?

Christopher Yen · Answer

If possible you should verify this in a sandbox environment but from my understanding the Jira Mail Handler is a separate and older mail handler that doesn't support JSM request types, where JSM has its own mail handler settings in each project which might be why you're getting duplicate issue creations. My company rarely uses email for issue creation so we barely have it setup so even though it seems like turning off the Jira Mail Handler should resolve your issue I would just double check that nobody else in your environment would be impacted if you turned it off.

I only have 1 project that has email enabled that we set up recently and out of the box it seemed to add a comment to an existing ticket if the issue key is in the subject line.

JerseySTEM Admin · Answer

Thanks... Here's what we have:

In Help Desk for Email requests:
Service is Google

Google email address is hd_jira_mbx_svc@jerseystem.org

Authentication provided by JS HelpDesk Reader - an OAuth 2.0 connection to Google

Protocol is Secure IMAP

Request type is Other (which maps to issue type of IT Help)

Folder is Inbox.

In Incoming Mail Handler:
Google Mail Server:

Host: imap.gmail.com

username: hd_jira_mbx_svc@jerseystem.org

protocol: imaps

clicking on Edit, I get the same information as the Help Desk has, including using the JS HelpDesk Reader OAuth 2.0 connection to Google.

Mail Handlers - there is only 1:
Name: Test

Uses Google Mail Server (above)

Sends to Help Desk

Creates issue type IT Help

Creates a new issue for each email

Doesn't specify folder

Marks email as Read

What I see:
Email first creates ticket in Help desk as IT Help issue type, no request type, Channel -Jira

Same email also creates ticket in Help desk as IT Help issue type, request type of Other, Channel - Email.

Questions:
I first one being created by Incoming Mail Hander and second by Help Desk Email handler?

Should I turn off the Jira Mail Handler?

I also would like emails that have the same HelpDesk ticket in the subject to be appended as additional comments to the original, where is that set?

Thanks!

Bob

Christopher Yen · Answer

Hi @JerseySTEM Admin , welcome to the community!

I would first check Project Settings > Channels & self service > Email to see if there is anything out of the ordinary there. Is this where you set the request type you mentioned or did you do that somewhere else?

I would also check Jira Admin Settings > Incoming Mail Handler if there is anything that could be duplicating the issue creation in your project.