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Adding Emails from Google Group

Patrick Dufresne

Hi,

I'm looking to auto create tasks when someone emails an email, that being said the email itself is a group so when it asks me for the email and password for the desired account to auto - create tasks from, I'm not sure what to put down.

I'm using G-Suite and I have 2 step verification enabled.

Thanks!

Patrick

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Nic Brough -Adaptavist-

Which application are the tasks going to go into?

Patrick Dufresne

Gmail.

I'm under email requests for Help Desk and it's asking me for a email and password when I go to set up a custom email address. See picture below:

Nic Brough -Adaptavist-

Gmail is not an Atlassian application. The tasks are not going into gmail, I wanted to know where they were going.

You actually want to talk about JIRA Service Desk here.

What that box is asking for is the gmail address you want to use to collect issues from. People will email that address, mails go into a mailbox, Jira Service Desk will read them and turn them into requests for you.

You need to have got the email set up first of course, Jira can't do that for you.

Patrick Dufresne

The tasks are going into JIRA, and I want to collect issues from emails sent to "billing@xxx.com", but that's a group versus my personal email, are you implying I make "billing@xxx.com" a new email versus a group in G-Suite Admin?

Cameron Schmidt

I've had success with this without creating the group as a user.

When you add the email address select 'Other' (rather than gmail). Set the email address to the Group Email address and the username to a G-Suite Username (who received emails from that group).

Set the Email Protocol to SECURE IMAP and use Gmail's IMAP settings (imap.gmail.com on port 993)

This has worked for me, providing the person sending the emails to your custom address are permitted to create issues.

Cameron Schmidt

Looking a bit more closely at this and it doesn't work

It seems to continue to add mail addressed to email addresses other than the email address provided.

Not an issue for my use case, but I thought I'd let others know that my previous answer doesn't work!

Kristina Radeva

My solution was to add the Atlassian-generated email for the Service Desk to the Google Group, which then creates tickets automatically since something@mydomain.atlassian.net is a part of it.

The only issue I have is with the auto-generated message from Google which pops up on the bottom of the Jira tickets, saying "this is an auto-forwarded email from Google Group blabla@bla.com ..."

Does anybody know how to remove that footer from the automated ticket generation? (other than deleting it manually from the ticket description)

Alok Bhargava

I believe you can configure the footer from the Google Group Settings.

BTW were you able to get this email channel to work successfully along the entire JIRA issue life cycle? I.e. once a customer filed a request, could they reply to the email (presumably still going to your Google Group email address) and the reply email is successfully connected with the JIRA issue?

Thanks!

Kristina Radeva

I tested commenting on an issue that was created into a ticket from the mail, the customer's reply to the email was a comment in the Service Desk. Every time.

Alok Bhargava

Thanks Kristina! That sounds very promising. I will try that.

Best!

Neeraj Saini_gkvrdr

Anyone had success with this? I am trying to use a custom email group address but it seems like it will only work with an individual email account. So Far Patrick's solution seems to be a good workaround

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