Is there conflict between email setting in JSD and incoming email in Jira?

[Simon G_]

Hi!

I have enabled an email channel from my Service Desk, Settings, email settings.

But I have also a mail handler in JIRA (from System, Incoming mail) with the same pop account than in my JSD.

Sometimes (not everytime) when a customer respond to an issue by mail, the comment appears as "Internal". My idea is that sometimes, the mail is processed by the JIRA handler and not the JSD handler. Is that right?

Should I disbale the mail handler or change the pop account on JIRA side? I ask because on this page the handler is named

"Mail handler used by JIRA Service Desk. Do not modify or delete. 10,100

Create a new issue or add a comment to an existing issue"

My server is used only for JSD, not for Jira.

Thanks!

[Benito Picarelli · Accepted solution]

Hi Simon,

I believe that the best option would be to have 2 separate e-mails to each part of the software, so that you can guarantee that they won't overlap and get confused like seems to be happening on your case. Either way, if you want to change your JSD e-mail configuration, you have to delete it through JSD's interface (JSD > Settings > E-mail Settings).

Cheers

[Simon G_]

Hi! Indeed, I have configured two different address. It seems to solve the problem. Thanks.