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Email Ticket Creation Policies

We are currently using an external email to allow users to communicate with our service desk through Jira Service Management. That email is also linked to other services including uptime page alerts, status checks, etc. Currently when users submit a email to this address, a ticket is automatically created. This becomes an issue when users receive a status notification, and they have an out of office reply on, as that creates a ticket that needs to be resolved.

  • Is there a way to create limiting criteria to prevent a ticket from automatically being created through the email request, when certain criteria is met?

We are currently using an automation rule to scan and delete those tickets, after they are created but it seems that is would make more sense to prevent the tickets from being created in the first place.

1 answer

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Brant Schroeder Community Leader Nov 28, 2022

@Ryan Geddings These messages should be ignored by the email handler.  You should check and make sure that the email handler has bulk setting set to ignore.  You will need to be an admin and go to the settings mail handlers.

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