Can you customize mail handler for Cloud JSD in a NextGenProject ?

[Gauthier PIAT]

Hi all

I've been using Cloud JSD with a NextGenProject for our ServiceDesk for a few days.

I'm having troubles with incoming emails.

They are parsed and trasnformed to mail issues correctly, but I need some custom to at least clean up previous messages in the mail, and don't take into account mails in which we're just cc:.

There is a lot of information to do this using regex for instance, but only on the "jira side". Nowhere is mentionned the JSD mailhandler specifically.

Am I missing something ?

Thanks in advance for reading :)

[Alex Koxaras _Relational_]

Hi @Gauthier PIAT 

Jira takes the body of the email and place it as a comment, if an issue key is present on the subject and if the sender is a customer (or a jira user with access to the project). You can't configure the out of the box JSM email handler. But you could create your own email handler and set it up any way you want:

BUT this means that you have to tweak your project to automate the incoming emails to a specific request type. Because the email handler will only create an issue type.