when an email is sent to the Jira email address how does it differentiate between ticket types

Hello,

 

We are trying to configure the email address for Jira where users can send emails and jira logs tickets automatically. Do we need to assign a ticket type to the email address (incident, service request, etc) and then the ticket is logged automatically with that type or do you need several email addresses? My initial thought is that don't because after it is logged you change the ticket type manually. Any help is greatly appreciated.

 

Thanks,
Cristina

2 answers

1 accepted

3 votes
Jack Brickey Community Champion Sep 21, 2017

You assign an issue type to the email address. I also hide that type from the portal so it is unique to email. If you need/want you can move an issue to a new type once created. 

Hey, thanks for the reply. So in theory you would need individual email addresses for all ticket types? I want clients to email the email address rather then log in via the portal (account specifics) and this will make my life a lot harder, having several email addresses. This is so counter intuitive.

I have tried to change the ticket type after logging but it doesn't let me...any idea why?

Jack Brickey Community Champion Sep 22, 2017

Not sure what server allows but for cloud there is only one email. Email per issue type won’t work. 

We do this. All emails come in and are assigned to issue type "email". They are then manually moved (you changed issue type by using "Move"). It is hard to do it automatically as how is JIRA to determine if a given emailed in issue is an Incident or a Service Request or whatever. So we manually Move it to correct issue type and then manually Triage it. That works fine.

Hey Glenn, thanks. We did this and now works like a charm.

Jack Brickey Community Champion Sep 26, 2017

@Cristina Chiciudean, if you are satisfied w/ the responses here please accept the answer to 'close' it out so others can benefit when they have similar questions.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
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