Difference between project and system mail handlers

Question

Hi Everyone,

can someone explain to me what the reason for the 2 possible incoming mail handler configurations found in the project settings and system settings respectively?

When I initially set up our instance I found that Organizations are only detected automatically for incoming issues if we use the mail handler under Project settings -> Email requests. So I went and configured that. The mail handler under System -> Incoming Mail is essentially empty.

Now I am trying to solve an issue with JIRA not stripping previous replies out of mails correctly and all solutions point to using the mail handler under system. The mail handler of the project settings provides way less settings to configure.

I don't really understand why there are 2 settings to configure essentially the same thing.

Can the system mail handler detect the organization membership of a user when a issue gets created now? If yes, then we'll just switch over to that.

Thanks in advance!
Julian

Thomas Fozzi · Answer

@Jack Brickey  the links you posted lead both to pages that talk about the configuration of the Jira Service Desk Mail Channel (not the Jira System Mail Handler). Furthermore, these pages are for Jira Server. When I click for the corresponding page for Jira Cloud, what I get is slightly different (for example, I don't have the "Create customer" option).

I'm evaluating the Jira System Mail Handler, which gives more options to configure, but when I create one what I observe is that both Mail Handlers become active at the same time. In fact, if the customer sends an e-mail with the issue key in subject, 2 comments are added to the issue.

I believe there must be a standard configuration to meet these simple requirements:

- unknown users can send email requests and open new issues; they are also automatically added to Customers

- a Customer can then reply to Agents email and their message is appended as Public Comment

Saad_qk4klw · Answer

Is JSW/Core recommended for use with JSD? I want to disable my JSD handler and simply use the JSW/Core or Email this Issue (add on ) handler.

Does that cause any issues?

Julian Emmerling · Answer

Hi Jack,

thanks for the links!

So if I understand correctly the 2 email settings can/should co-exist?
Does that mean that the email processor of the Global Mail Settings feeds the email handler of the project?

If so I should be able to configure the global email processor and edit the way JIRA checks for previous replies in a mail-thread so we don't get the full correspondence in each comment, correct?

If that's not the case then I am not sure I understand.