Setting up multiple e-mails for one Jira Service Project

[Sten Kivi]

Hi Community.

We have a new Jira Service Project in Coud which registers tickets by e-mail requests.

My current concern is how to make it scalable. According to old ticket you can make alias e-mails and attach them to the main e-mail one : https://community.atlassian.com/t5/Jira-Service-Management/Configure-more-than-one-email-channels-in-a-project/qaq-p/690096

I want that Project e-mail will stay ex. market@jira.com but it still would be able to create tickets from e-mails which in future would be ex. market.us@jira.com or market.eu@jira.com .

Unfortunately i maybe have 6 months experience with Jira and i don't know how to set it up.

All help or guide links are appreciated.

Thank you in advance.

[Paul Wiggers · Accepted solution]

Hello @Sten Kivi !

Welcome to the community, let's try to get you going.

You are definitely on the right path, however, this is something that has to be configured outside of Jira / Atlassian. You can create e-mail aliases in (for example) Exchange. This will allow e-mail send to those aliases to end up in the inbox of marketing. 

Since the marketing account is connected to Jira, e-mails send to that account will be added as an issues. 

Unfortunately, Jira has no advanced e-mail options build in. You can therefor not see who the original recipients were and trigger automations on those conditions. There are however, other options to check if you need to (sender address for example). I am also quite sure there are third-party plugins available. Personally I don't have that much experience with third-party plugins and tend to either solve it with build in tools, or postpone the implementation until it is available.

Is this what you are looking for or do you have any other questions?

[Sten Kivi]

Hi @Paul Wiggers 

Thank you for your fast response. I will contact our Exchange specialist to see how it would work.

My biggest concern is that if e-mail came from Issue Reporter through market.us@jira.com then after ticket creation all comments would also move back to reporter through pipeline 

market@jira.com ->market.us@jira.com -> Issue Reporter 

[Paul Wiggers]

This is, unfortunately, not a scenario that you have to worry about.

Jira notifications are send from a single address. By default this is a jira@ORGANIZATION.atlassian.com address, but you can add a custom address per project.

This means that the communication goes as follows:

Incoming: issue reporter > market.us@jira.com / market.eu@jira.com / etc > market@jira.com > JSM project

Outgoing: jira@organization.atlassian.com (can be changed, see below) > issue reporter

The outgoing mail is handled by the Atlassian servers and won't go through your company mailservers.

Setting up a custom e-mail addres

Please follow the steps as described in this article to add a custom e-mail address: 

What are the steps for setting up custom email addresses

Make sure to follow all the links in the article to get started.

If you want to separate the different mailboxes, you need to create separate projects for the different regions. You can re-use all the settings of another project to save some setup time.

Good luck setting it all up, please reach out if you need any assistance.

[Sten Kivi]

Hi @Paul Wiggers 

Thank you for clarification.

I believe i have all the information i need now to continue with this project.

Cheers

Sten Kivi

[Paul Wiggers]

@Sten Kivi 

Good to hear! Good luck with setting everything up.
If this has helped you, please accept my answer

[Nerea]

Hi, you can add aliases to the original mail account, the issues will enter to the project when you write to the alias, with the alias as a request for participant, from that point can filter the issues using automation and process them as you want. It is the solution we implemented and it is very handy :)

[Sebastian Pedraza]

Hi @Sten Kivi were you able to find a solution for this? I am encountering a similar scenario. Thanks

[Sten Kivi]

Hi @Sebastian Pedraza 

I remember, that we set up the project but we have not scaled it yet to different markets or assigned multiple e-mail aliases to it.

I am not sure what i was thinking over 1 year ago, but if we set it up, then it should be doable to have multiple alias e-mails set to one email in Jira SM Project -> which creates ticket on one JSM Project.