How to set up mail requests to issues/project

Question

Hello all,

We have a number of external customers for whom we do support (about 25 companies)

For each customer I have created a different service desk project with different SLA's. Our contact email address is the same for all. How can I set up the incoming emails so that each email creates a new issue (or adds comments to existing ones) in the appropriate project?

As an additional information, from each company, we receive email only from certain key members (3 or 4 per company)

Thank you in advance.

Nic Brough -Adaptavist- · Answer

Correct, they have very simple code and no functions for the kind of sorting you need.

jpaszka · Answer

Thank you for your answer. So from this I get, that I cannot create a setup in the internal mail handlers so that I can filter out the emails by the sender's email address (or customer user name). Am I correct?

Nic Brough -Adaptavist- · Answer

There's no way the built-in handler can know what project an issue should be created in, so you can't really do this.  In plain JIRA, there are options with add-ons that would allow you to script or use add-ons designed for this, but as far as I'm aware there are none for Service Desk yet.  Although the advanced mail handlers in add-ons should actually pick up the mail before it goes to the project, so you could use one of them.

Comments should be fine as long as they contain a reference to the issue being commented on