Forwarding emails in to JSM

[Simon Teppett]

Is there a way to allow Jira Service Management to receive emails that are being forwarded?

I want to make a company email account public-facing, and then forward all the emails received into Jira.

I have set up the email account as a customer user in JSM, and have raised tickets with that account (by email) but forwarded emails do not seem to create tickets.

Thanks for any help / suggestions

Simon

[Liam Green · Accepted solution]

Hi @Simon Teppett 

When you say you have set up the email account as a customer, what do you mean?

If you're using JSM out of the box then you will need to set up the email to forward to the address that you have set up for emails.  

e.g. Support1@Company.com will need to forward to support2@company.com if that is the email listed in your email requests page.

If the above isn't clear, let me know and I'll see what I can do to clarify.

Thanks, Liam

[Simon Teppett]

Hi @Liam Green - thanks for the response.

The steps I took so far :

• I set an email address in JSM admin for email tickets - let's say email@XXX.atlassian.net
• I created a new corporate email account - simon@XXX.com
• I added simon@XXX.com as a customer for the JSD project
• I tested that an email from simon@XXX.com sent to email@XXX.atlassian.net can create a JSM ticket

Everything works so far :-)

• I then set up a mail forwarding rule so that any email sent to simon@XXX.com is automatically forwarded to email@XXX.atlassian.net

At this point, nothing happens. I *think* that JSM may not accept forwarded emails? I was really asking if there is anything I can do at a config level to get around this.

Simon

[Liam Green]

Hi @Simon Teppett 

What does the log show for this?  If you're not sure where to find it, go to Email requests, the click 'view logs' for the relevant email address.

I think you might be right about auto-forwarded emails though.

I have found the below feature request, if you look at the 2019 update in the box it gives a suggestion on how to solve it:

https://jira.atlassian.com/browse/JSDCLOUD-1924

Hopefully that will help

[Simon Teppett]

Hi @Liam Green 

Thanks for getting back to me.

The logs show that the messages were rejected. The log entry is 

"The message was rejected because it is auto-reply mail."

So I tried adding our email domain to the white-list (as per the 2019 update) thinking that might work as it is where the mail is being forwarded from.  Unfortunately, it now shows the message as originating from the 3rd party email (my Hotmail account) and I get the message :

"You don't have permission to access this service project."

So I am beginning to think I am on a hiding to nothing here.