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Difference between project and system mail handlers

Hi Everyone,

can someone explain to me what the reason for the 2 possible incoming mail handler configurations found in the project settings and system settings respectively?

When I initially set up our instance I found that Organizations are only detected automatically for incoming issues if we use the mail handler under Project settings -> Email requests. So I went and configured that. The mail handler under System -> Incoming Mail is essentially empty.

Now I am trying to solve an issue with JIRA not stripping previous replies out of mails correctly and all solutions point to using the mail handler under system. The mail handler of the project settings provides way less settings to configure.

I don't really understand why there are 2 settings to configure essentially the same thing.

Can the system mail handler detect the organization membership of a user when a issue gets created now? If yes, then we'll just switch over to that.

Thanks in advance!

2 answers

2 votes
Jack Community Leader Apr 27, 2018

The system handler is for JSW/Core. The project one is specific to JSD. JSD needs a unique email per project capability to meet the design-function intent of JSD. JSD does not leverage the system email handler.

Thanks for the reply!

So if I understand you correctly then my Service Desk Project will not use the system handler configured under System -> Incoming Mail?

How come I can select my project there then (see screenshot)?system handler.PNG
Maybe I worded the questions poorly, but for me it seems they server the same purpose.

Jack Community Leader Apr 27, 2018

Rather than try to explain and mess it up because it can be confusing, I would refer you to this article. In there, at the top, you will see a link to another important first step.

Now I'm assuming here that you are on Server and not Cloud and the links above are for Server 3.12. But you can easily adjust to get to the specific docs for your version in the top right of that first page.

After reviewing, let me know if you have more questions.

Hi Jack,

thanks for the links!

So if I understand correctly the 2 email settings can/should co-exist?
Does that mean that the email processor of the Global Mail Settings feeds the email handler of the project?

If so I should be able to configure the global email processor and edit the way JIRA checks for previous replies in a mail-thread so we don't get the full correspondence in each comment, correct?

If that's not the case then I am not sure I understand.

@Jack  the links you posted lead both to pages that talk about the configuration of the Jira Service Desk Mail Channel (not the Jira System Mail Handler). Furthermore, these pages are for Jira Server. When I click for the corresponding page for Jira Cloud, what I get is slightly different (for example, I don't have the "Create customer" option).

I'm evaluating the Jira System Mail Handler, which gives more options to configure, but when I create one what I observe is that both Mail Handlers become active at the same time. In fact, if the customer sends an e-mail with the issue key in subject, 2 comments are added to the issue.

I believe there must be a standard configuration to meet these simple requirements:

- unknown users can send email requests and open new issues; they are also automatically added to Customers

- a Customer can then reply to Agents email and their message is appended as Public Comment

Is JSW/Core recommended for use with JSD? I want to disable my JSD handler and simply use the JSW/Core or Email this Issue (add on ) handler. 

Does that cause any issues?

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