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):
    https://confluence.atlassian.com/get-started-with-jira-service-desk/create-service-desk-request-types-917968307.html (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:
    https://confluence.atlassian.com/servicedeskserver038/receiving-requests-by-email-935909269.html (please, make sure to select newly created request type for Incident).

 

Please, let us know how it went.

Cheers,

Marko

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