Create issue via email from anyone and set reporter field

Priyendu Bhardwaj

I have set mail handlers to create issue in my projects based on distribution list in the original email. I am not able to do this whatever I try:

1. Set the reporter to the original mailer. It has to be someone set as a user or have an option of create new user. I do not want to create a user (and add a license). I came across this article, it talks about creating dummy user, I don't see a way to create a dummy user. I only see option to invite user and not create and when I invite the user, it is counted as a user license.

2. When I added the outlook mailbox directly to the project's custom email address, I could get issues created from a non-user with his name as requester.

 

I do not want to use option 2 as that would mean creating individual mail boxes for each project, I have around 100 of these projects.

 

Thanks in advance,

Priyendu

 

Priyendu Bhardwaj

More research and found the reason why we have email handling at 2 places:

1. System -> Incoming Email -> Mail Handler

This is JIRA Core/Software feature

2. Project -> Email Request

It is JIRA Service Desk feature

 

I am going to use the project specific JIRA email address and add them to my distribution lists and then route the emails to create issues. I can achieve all this:

1. Anyone can send email and create a ticket

2. Anyone can create account to view their ticket status and also see help page

3. Ticket resolution through email responses.

4. Correct request type assignment, was not working if mail handler was used.

 

Anyone setting up the emails, do read this article: https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html