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Two mail handler

Can i use two mail handler ? I want to seperate my departmant`s issues. when someone send a mail a@jira.com issue automatically created to Category A, when someone send a mail to b@jira.com issue created to Category B is it possible ?

1 answer

0 votes

Hello,

There are two places in Jira Service Desk concerning emails.

1. You can setup the email channel in a Service Desk project. You can find more information here:

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html.

It is impossible to have two request channels. Here is a request for the functionality: 

https://jira.atlassian.com/browse/JSDSERVER-798

2. You can setup Jira mail handlers . You can find more information here:

https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html.

You can setup more than one email handler.

The difference with the second approach (mail handlers) is:

- you create an issue not a request which means that if your request type has some fields filled by default then the created issue will not have the default values.

- the channel type field will be Jira not email

Sorry, I forgot to answer your question :)

With the two approaches above you can not create the same issue  type with different categories.  You could use the second approach (mail handler) with an add-on like Power Scripts. You could write your own mail handler and fill the category field as you need. You can find more information here

https://confluence.cprime.io/display/JJUPIN/Mail+Handler

If you need more help with Power Scripts, kindly ask.

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