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 support@companyname.com 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 votes
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 votes
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 Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

376 views 1 7
View question

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