Email header information (receiver, send date)

[Jasper Eggink]

Hello community,

We are using Jira Service desk. When a service request is created from an email, we don't see the header of the original message. We need to see the address to which the email was sent and the send date. Help on this matter would be greatly appreciated. 

Jasper Eggink

Iberico

The Netherlands

[Angélica Luz · Accepted solution]

Hello Jasper, 

Welcome to Atlassian Community!

When using Jira Service Desk mail handler, it's possible to see the logs for incoming email. It's not possible to get the header of the email since the inbox is not accessible (when using the default email address generated by Jira).

To find the date the email was received and the sender, please go to Project settings > Email requests  (Classic) or Service Desk settings > Channels > Email (Next-gen).

Click on "View logs" and on the Processing log tab, you will be able to see the details.

You can also find this information on Cog icon > Products > Email requests that shows all the email addresses for all projects.

If you need to access more details of the incoming email, then the best option is to use a custom email address.

- Add a custom email account 

- Add a custom email account in next-gen service desks 

Hope this helps!

Regards,
Angélica

[Jasper Eggink]

Hello Angélica, thank you for your reply. In this case we are not interested in the "From" but in the "To" address. Our customers forward their error messages to our support address. If we can not see the "To" field, we don't know which customer the error message came from.

[Angélica Luz]

Thank you for the details, Jasper.

In the logs, we can only see the "From" because we can't access the email inbox to get the header of the email. 

In this case, the workaround would be to use a custom email address where you could access the message and check further details.

Also, you could ask your customers to add the address on the CC when forwarding the email, so the email address would be added as a participant on the ticket. 

[Jasper Eggink]

Hello Angélica, if we use a custom email address, how do we recognize which issue has been sent to which address? Do we need to create a different helpdesk project for each email address? 

The sender of the emails is the Microsoft Power BI service, so we can not change anything there.

[Angélica Luz]

Hi Jasper,

When an email is sent to a Service project, the only way to check which mail channel received the request is by checking the logs. 

There are no fields to filter if a request was sent to the default email or the custom one.

If you use a custom email, then you will be able to access the inbox, but it will be necessary that the emails by Microsoft Power BI are sent to your custom email.

[Jasper Eggink]

Hello Angélica, thanks again for your reply. Can we apply an automation rule to a specific "custom email"?

[Angélica Luz]

Hello Jasper,

The automation doesn't have an option to check if an issue is created by a custom email. 

The workaround, in this case, is to use the Request type. 

If your custom email is linked to a specific request type that is not used by the Cloud email or visible for the customer to use in the portal, you can create automation, for example, when Issue created > If request type = Email channel > Then do this.

[Jasper Eggink]

Thank you, that will work.