Default Cloud Mail Server and Multiple Mail Handlers

[Jason Sandoval]

I want to be able to create issues from sent emails for multiple projects. Can the default cloud mail server (jira@domain.atlassian.net) be used for creating multiple mail handlers (one for each project in JIRA)? Or will I have to use a custom mail server for this?

[Philipp Schenke]

Hi,

as here is no accepted answer and I dont know if you already solved this, I will try to help.

You dont need a configured incoming mail server, if you will use the jira domain.

So for each Jira Service Desk Project you can configure a specific Outgoing mail address. For Example an IT-Project can be it-support@company.atlassian.net or a legal-Project can be legal@company.atlassian.net.

You can change the mail address per Project as follows:

1. "Project settings"
2. "Notifications"
3. Click on the pencil icon, which is right next to the "E-Mail" address on the top.

Next Step is to turn on E-Mail requests and change the default E-Mail account as follows:

1. "Project settings"
2. "Email requests"
3. If not already turned on, press "Turn on".
4. Change the displayed E-Mail address with the "Edit"-Button to match with the address for outgoing mails. For example "it-support@company.atlassian.net".

The service desk now handles Mails which are sent to the address and decides if there is response for an already existing ticket or if the project should create a new ticket.

Conclusion: The customer get Mails from "it-support@company.atlassian.net" and can directly answer on this Mails. A new comment will be added in ticket.
For other projects that should behave in the same way, with another mail address, this configuration can also be used.

Hope that helps.
Cheers.

[Prince Nyeche]

Hi @Jason Sandoval 

Not needed. However you can use a single mail server to create multiple incoming mail handlers per project. Give a try and if you run into any issue, you can update the community on it.

[Jason Sandoval]

@Prince Nyeche - Thanks for your reply. If I can use the default cloud mail server (jira@domain.atlassian.net), how could I route emails to different projects? I'm new to the Cloud env as I come from an on-prem env. Previously using on-prem, I would use our own mail server than use a catch address to route email to different projects.

Example:

Mail to legal@test.com would go to the Legal project

Mail to it@test.com would go to the IT project.

Since you can't create custom email addresses using the Default Cloud Mail Server, how can you route an email sent to jira@domain.atlassian.net to one of those two projects?

[Prince Nyeche]

Hi @Jason Sandoval 

On Prem and Cloud are basically the same piece of software with minor differences in the Cloud version. So the same thing you could do with the mail handler on Prem, you can do the same using the default mail server for Cloud. It has a catch address which you could use the same way to route different incoming emails. 

If set, only emails having the specified recipient in fields To, Cc or Bcc will be processed.

[Jason Sandoval]

@Prince Nyeche - But how would you set a catch address if you can't create additional email addresses for the Default Mail Cloud server? For example, I can't use legal@domain.atlassian.net as the catch address since I can't create that in the server. It will just bounce back.

[Prince Nyeche]

Hi @Jason Sandoval 

Yeah just realised that doesn't work well. You can't even manipulate it. So you have to use one per project.

[KAGITHALA BABU ANVESH]

Hi ,

NO need to create "multiple incoming Mail servers" . The default Email server is a bit slow.

You can configure a new "Incoming Email Server from your Organization".

You can create individual "Incoming email Handlers for Each Jira Project".

Please check the below link

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/