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

Logan Hawkes Dec 17, 2015

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

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2 votes
Answer accepted
Jeff Tillett Community Leader Dec 18, 2015

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. 

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