How can i set incoming emails as Incidents by default?

I can not seem to find the setting where i can set the default issue type for all incoming emails.

Goal: I am hoping to have all emails that are sent to the ServiceDesk come into Jira as an Incident. 


Tried to setup the mail handler but that didnt seem to work.

1 answer

Hi Jose,

I noticed that you already tried to set up the mail handler. Please, be informed that JIRA Service Desk has it's own mail handler - so, be sure that you don't use JIRA Core mail handler.

This is the procedure to set it up:

  1.  If you already didn't do so, you should create new request type. You can do it by following instructions below (from your questions, it looks like you already have Incident issue type in your system): (don't forget to edit visible fields, mentioned in section "Edit the fields your customers see", please put at least Summary and Description fields).
  2. You need to set up email listener for your designated email address: (please, make sure to select newly created request type for Incident).


Please, let us know how it went.



Suggest an answer

Log in or Join to answer
Community showcase
Emilee Spencer
Published Friday in Marketplace Apps

Marketplace Spotlight: DeepAffects

Hello Atlassian Community! My name is Emilee, and I’m a Product Marketing Manager for the Marketplace team. Starting with this post, I'm kicking off a monthly series of Spotlights to highlight Ma...

66 views 0 3
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot