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is there a way to copy an email handler's default reporter information to a custom field?

I am using service desk which has only 1 email channel. But I need four for this project. as a workaround I have created email handlers for each pointing at the incident issue type. In order to take advantage of the requests type, I want to systematically populate the Request Participants field with the default reporter of that email handler. This way, through automation, I can select the request type based on that info. I have seen similar answers requiring the creation of aliases. My company would like to avoid that. Please advise.

1 answer

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Andy Heinzer Atlassian Team Sep 10, 2019

Hi Eric,

If I understand your use case here, you have multiple Jira Core mail handlers that are routing mail into a Jira Service Desk project.  In turn it sounds like you're using Service Desk automation to route these into the proper request types, but you are still looking to retain the email address these messages were sent to in the request itself.

I don't believe that Jira alone will natively be able to help here.  But it sounds like this is something that a plugin for Jira could potentially resolve.  There are likely lots of potential solutions available in https://marketplace.atlassian.com to help here.  Off hand, I am thinking that this is something that the Enterprise Mail Handler for Jira would be able to help with.  Taking a look at the overview of the documentation on this plugin in https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/overview

I can see

JEMH configurations (Profiles) include all inbound mail handling configuration. A Profile can be referred by one or many JEMH Mail Handlers, reducing complexity. Profiles can be exported and imported, allowing environment migration, and supply for support purposes.

  • Project Mappings within Profiles allow mail to be routed to Projects based on Rules, Sender or Jira mailbox Recipient, Keyword (body/subject) or sender user group. Each Mapping underlying Rule can be used to route mail and customize how they are created (change assignee, priority, labels etc

So perhaps this plugin or another like it might be able to offer you a solution to this use case.  I hope this helps.

Andy

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