Setting up users to be able to email into project

Question

Hello everyone,

I am working with some users on a few small updates to their projects...

I need to setup or add in an email address where staff can send emails into a project to create new items.

The project is a Team managed software, software project.

How can I set this up. Example, user emails a newly created Atlassian email, the Subject Line is put into the ‘Summary Field’ and the contents of the email put into ‘Description Field’

I know I can do this easily with a service management project but does not seem that way with a Software Project.

Any support would be great.

Thank you!

Trudy P Claspill · Answer

Thank you for the additional information.

With the default configuration of Mail Server and Mail Handler anything sent to that email address Jira will attempt to process as a comment for an existing issue.

If you want to also process the emails to create new issues when a pre-existing issue is not identified (by its key in the email subject), then you need to create a new mail handler selecting "Create a new issue or add a comment to an existing issue" as the Mail Handler Type

In the next dialog specify the project in which to create the new issues (when the email is not going to be added to a pre-existing issue as a comment), and the issue type to be created.

When creating issues in a Software or Business project, only emails sent by licensed Jira users who have the Create Issue permission in the destination project will result in creation of issues. If you want to create issues from unlicensed individuals or individuals that don't have the Create Issue permission, you need to fill in the Default Reporter field also.

You are not required to fill in anything in the Catch Email Address field. If you put something in that field, any email that does not include that address in the To, CC, or BCC will be ignored. That likely explains why no issue was created from your test email.

Do you need to be able to create issues from emails for more than one project?

Joshua Stokes · Answer

Thanks @Trudy P Claspill

We currently have 'Default Cloud Mail Server' under Incoming Mail Server.

Then under Mail Handlers I have 'Comments from emails' and a recently created 'Jira Project Email' this one is setup to be assigned to a particular project and work type and then I have added in a random email for the 'Catch Email Address' section.

This still does not create anything under this project. Are there any limitations to this?

Or do I need to add in a whole new Incoming Mail Server?

Thanks for your help and guidance on this, bit stuck with this one.

Trudy P Claspill · Answer

Hello @Joshua Stokes

The Mail Server is how you establish the connection to the email account.

You then need to set up a Mail Handler to use that connection to actually get emails from the account.

Within the Mail Handler configuration you can specify the destination project and issue type for the issues you want to create.