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Email Requests - Prevent New Tickets Via Email BUT Allow Responses To Questions / Notifications

Is there a way that NEW tickets can be prevented / disallowed via emails BUT still allow a customer to reply to a questions sent from an issue or a notification from an issue that logs a comment in the issue.

DON'T WANT = New tickets created via emails sent to our email address.

WANT = Customer email reply to question sent from JSD issue to log a comment in the issue.

WANT = Customer email reply to a notification sent from JSD issue to log a comment in the issue.

4 answers

2 votes
Knut Arne Ristebråten
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Mar 14, 2018


Sadly the Email Handler is limited for Jira Service Desk, and one cant adjust it there (someone correct me if I'm wrong).

Though one do have multiple options.

-Workflow. Adding a Validator on the Create transition in the workflow should work, e.g validates a custom-field that is also required in the Portal - or hidden field in the portal with default value. I haven't tested it though, but logic is there. Validator that checks if customfield "From-Portal" contains value to be able to create. Add this field to the portal and make it required, or hidden-field with a value. Remember to make sure this field contains value when creates from Jira Create Screen as well tho.

-Addon JEMH. Email addon that can solve this. It also contains alot of great email features - outbound and inbound.

- Addon Automation. Great addon for automation of tasks in Jira. Can have a rule that runs on existing issues, for example: if request-channel-type = mail, delete/close issue and send notification to reporter with a link to the service-desk.
Link free version (limited):


There probably are multiple other solution. The workflow solution might not be the preferred one since the user doesn't get notified that the issue is not created.

Hope this helps a bit on the way to the solution you need.

Business Goal = We want to force the user to fill out a number of fields on the request / issue record. This level of details would not be obtained from a ticket automatically created from a received email.

yes, same here, customers figure out that they can use the project email to create issues, which we want to prevent


Monosnap Application Support - Email - Service project - JIRA 2023-02-01 12-05-06.png

Hi @Karl 

I have the exact same business requirement.

  • Create by mail: NOPE
  • Reply to Notification: YES

Did you find any nice way to realize this? Everything I found was quite hacke or even based on mail transport rules on our mail server :-(

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