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Automatic issue creation from notification on mail group

Scenario:- 

1. We have two customers who are using Service now and BMC, third customer is using JIRA service desk. But for our internal use we want one platform that is JIRA service desk and we are creating/duplicating the issue in JSD manually. 

Notifications from Service now and BMC are coming on on group mail. 

 

Questions:- 

1. Is it possible that whenever a notification comes on group email id, an automatic JIRA ID get creates. If it's possible, we need to handle following things too :- 

a. what if we get other mailers on same group email id. 

b. if we get notification for comment updates for same incident would it duplicate/create new incident. 

c. can we handle both notification coming from two different tools BMC and Service now. 

 

Thanks 

Sunita Yadav

1 answer

Hi Sunita,

Yes, using the mail handlers is JIRA service desk it is possible to generate a ticket from those messages.
Please have a look at our documentation at
JIRA Service Desk: Receiving tickets over email - https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-receiving-tickets-over-email
and
Receiving requests by email - https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html
The documentation also explains how to set it up (and how it handles duplicate emails)

Best Regards,

Ryans

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