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Mail handler for JSM Service Desk ?

Oliviu Nita February 20, 2024

Hi guys, 
I have received a request from one of my coworkers, he ask me to create a mail handler in Jira that made actions on Jira Service Desk... i'm not found how i could configure this, here are his request:

<<Could you please give me a Jira mailbox where :

- the mail creates a ticket in Service desk Project (JSM)
- a mail with the ticket reference in the subject adds the mail as a comment
- the first person in CC of the mail is set as "assignee" and the other cc's are set as "watchers".
This is a standard mail handler, so there shouldn't be too "buggy">>

Thanks in advance for answer/possible solution :D

Cheers !

1 answer

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Marc Koppelaar
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February 20, 2024

Hi @Oliviu Nita 

You can setup mail handlers in the system, mail section and the option incoming mail.

You need to be a Jira Administrator to be able action on this.

Oliviu Nita February 20, 2024

Hi @Marc Koppelaar 

Thank you for fast reply.

I know that i can setup mail handlers on System/Incoming mail, i have a few running :)
My question is: how to configure a email handler that create a issue in our JSM project with the setup as described, the mail handlers for JSM (Service Desk) is diffèrent from other project types, if i remember correctly :D

Thanks !

Marc Koppelaar
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February 20, 2024

Hi @Oliviu Nita 

You can still use them but not for customers who are sending email, only for internal purpose.

JSM can only have a single request type bound to a email address, this to be used to create requests that are visible on the portal for the requesting customer.

So if this would be needed for portal facing issues, then Yes, only a single request type can be set to use the JSM handler on the JSM project.

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Oliviu Nita February 20, 2024

Ok, so to wrap up... 

There is NOT possible to create a Mail Handler for Jira Service Desk (JSM) that do those actions:
- the mail creates a ticket in Service desk Project (JSM)
- a mail with the ticket reference in the subject adds the email message as a comment
- the first person in CC of the mail is set as "assignee" and the other cc's are set as "watchers".
This is a standard mail handler, so there shouldn't be too "buggy"

Could you confirm that @Marc Koppelaar ?

Thanks a lot for your time !

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