Shouldn't use Custom Mail Handler for Jira Service Desk? Why?

I've been developing a custom mail handler to use with JIRA Service Desk and I found something disturbing in the documentation: it implies that custom email handlers aren't recommended for use with JIRA Service Desk. 

From CreatingIssuesandCommentsfromEmail-Mailhandlers

JIRA Service Desk uses a built-in email processor to manage incoming emails in service desk projects. It's purpose-built for service desk projects and works differently from JIRA mail handlers. 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.

Being as I'm well into the development process, this is deeply disturbing. What, exactly, is different about JSD mail handlers? Am I about to run into some massive unforeseen problem that will scuttle the whole project?

I'm writing a custom email handler because I need for people to be able to create issues via email and for JIRA to parse the email content and automatically populate the various issue fields. The incoming emails are generated by a script, so the email format is static enough for me to parse the content. 

1 answer

1 accepted

2 votes
Accepted answer

Using your custom mail handler will not set the "Request type" which is a service desk specific field. If this field is blank, then customers will be unable to see that issue in the customer portal. 

We are facing the same issue as he have been using a mail handler for years, and just now implemented service desk. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published yesterday in Agile

How Scrum works? It starts with training and education

To answer “How scrum works,” most of the teams I've worked with first addressed the question: “where to start?”  That question applies to both implementation and improvements on the Scrum framew...

142 views 3 5
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you