Unable to Create issues from email in Jira

Nupura Achalkar

Hi Team,

This is with reference to the option available in Jira for "Creating issues and comments from email".

Below steps have been done as a part of configuration:

1)  Configure a mail handler - The mail handler has been configured in Jira wherein the id has been provided.

Doubts:

There is a configuration for Configure a mail server/service in the System settings.

We want to use this feature such that when ever we get any email from our customer, that mails should be checked and the ticket should be logged automatically in Jira.

But we are unable to understand the details which are required to be given in the below fields:

1) Add POP / IMAP Mail Server --> Name (The name of this server within Jira.)

Want to know what is required to be given as input.

2) Host Name (The host name of your POP / IMAP server)

Which host name is required to be given as input?

3) Username (The username used to authenticate your POP / IMAP account.)

which user name/password is required to be given here?

4) Password (The password for your POP / IMAP account.)

Request to provide the detailed information as we are unable to use these options which are helpful for us.

 

Nabil

Hi Nupura,

 

Customer requests and comments are processed differently than Jira mail. Issues created via Jira email handlers don't show up as service desk customer requests. For this reason, we don't recommend using a Jira mail handler for service desk projects.

 

I would suggest for you to use the Email request feature in your JSD project instead as outlined in

Cloud: https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Server: https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html

 

This way you won't be adding a mail server and the config is pretty straightforward.