Can I set up email automation that only creates tickets from specific users, keywords, etc?

Question

I'd like to turn on email automation for ticket creation but limit it to my technicians. If they get an email that needs a ticket created, they can then forward the email to an address that will auto-generate a ticket.  Can someone point me to documentation that I can pass on to the Jira admin?

Also, the admin says if we turn on automation, it will then force all Jira tickets at the service desk to default using emails to add comments instead of a requester adding comments to their tickets at the portal.

Can anyone clarify if and how automation affects tickets opened at the portal VS. via email?

thank you

Katelyn Macri · Answer

That's interesting because I've read some posts to the contrary. Here is one response using email addresses to filter ticket creation. https://community.atlassian.com/t5/Jira-questions/Open-issues-only-from-a-specific-set-of-emails/qaq-p/701839

I also read that someone was able to limit ticket creation based on the addresses of specific companies and excluded all others.  I just can't find that link again.

Is this what might work in my case? https://confluence.atlassian.com/adminjiraserver073/creating-issues-and-comments-from-email-861253784.html

I'm not familiar with handlers and my admin just says "can't do it" so I want to give him some to nudge him to figure this out. What about setting up an email address that is only for my techs to forward emails to. I want to find a way to auto create tickets from emails we receive at our regular support address. If they can forward an email that auto creates a ticket, they won't have to manually create those tickets.

Sorry, I'm a Luddite about this.

Susan Hauth _Jira Queen_ · Answer

Hi,

Once email is turned on for a service desk it can't limit who can use it.  However, the service desk automation could check who the reporter is and perhaps transition issues that are not from a certain group to cancelled.

I don't believe that's quite correct re the turning on of the email.  Service desk customers regardless of that feature can comment by replying to an email or via the portal.

Hope that helps

Susan