Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

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

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 :)


1 answer

0 votes
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 18, 2023

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:

email handler.png

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.

Suggest an answer

Log in or Sign up to answer
Site Admin
AUG Leaders

Atlassian Community Events