How to filter for cc Mails

[Kathi]

Hi,

hope to find some help here.

We're using Jira Service Desk (Data Center) and configured a Mail Support-Adress. When this mail address is stated in the 'cc' receipient of a mail Service Desk creates a new issue and set the 'to' receipient as 'Requested participants'. 

Now here is the problem: 

Our support address is often stated in the 'cc' receipient in mails which are only informel so that this isn't really a service request. We now want to filter the mails where our support mail address is mentioned as 'cc'.

Is there a possibility to do so? 

[Rudy Holtkamp · Accepted solution]

Short answer, no it is not possible.

JSD will look in the mail support address if it finds an email, it will do some checks and either create a new Jira issue or adds a comment to an existing issue. 

You can't filter that. If you want to do this, you need to filter before the cc-ed email comes into the inbox. If that is possible depends on your email server.

[Kathi]

Wow thank you for your quick answer Rudy!  It's not really what I wanted to hear but thank you ;-)

[Rudy Holtkamp]

Sorry...