How to block some email from creating an issue? Edited

We have the JIRA Service Desk Email Channel configured for for public signup (rather than restricted). This is fine for 90% of the email going to our address.

However there are some regular daily status email messages coming from services that should not create a ticket. E.g. "Server X has backed up successfully". We do not want a ticket for that, we would only want a failure email to create a ticket ("Server X has failed to backed up successfully").

How do we do that?

Should I be able to handle these with an Automation rule? (I haven't been able to get Automation to work yet for this)

2 answers

0 vote
Jack Brickey Community Champion Dec 11, 2017

JSD will not distinguish between issues and non-issues to ignore. You could consider tHess options:

  • change your reporting systems to send ‘everything’ is fine emails to a different address or
  • change your reporting systems such that the subject of the email has an existing JSD issue thereby having the ‘everything is fine’ message be a comment in the existing ticket. 
  • Check Marketplace for plugin to allow greater email control
0 vote
Ivan Tovbin Community Champion Dec 11, 2017

If you happen to have 'Automation for Jira' you can use it to create an automation rule that will delete issues with "Server X has backed up successfully" in its 'Summary' or 'Description' fields.


Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Feb 15, 2018 in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

1,174 views 6 19
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