Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Emails to Jira's email address

Hi Guys,

 

We are currently using Jira to manage all our support requests, and we use an email address (which has our company's email domain) as an email for email requests.

 

All the automatic replies are sent from jira@beakon.atlassian.net, which is fine as long as users simply reply to those emails, as it creates a comment in the issue; but if they send a new email to this jira email address nothing happens and we have no way to track who is sending emails to jira@beakon.atlassian.net.

 

Now, I have tried changing the email address used to send automatic notifications, but I am getting "DKIM validation failed for this domain.", and I think that is because we are using GSuite. Is there a way we can change this to our email address or, alternatively, simply access the "jira@beakon.atlassian.net" email address this monitor these emails?

 

Thanks!

1 answer

Comments for this post are closed

Community moderators have prevented the ability to post new answers.

Post a new question

0 votes
Thomas Deiler Community Leader May 24, 2018

Dear @Beakon Support,

you can configure one default reporter for the email handler when somebody writes a mail to that address that is not a user of the system. But these users will never get mails when you comment the issue.

Regardless what you configure for your email handler, if Jira can identify any issue key the mail body is attached to that existing issue, when the reporter has the permissuin to create issues. Only when no issue key is found a new issue us created at the configured project (Create and comment handler).

So long

Thomas

So there is no way for me to monitor the emails that go to our jira email address? Some users assumed that was our support email address as they were receiving notifications from it, and therefore started sending support requests to that email address that I have no way no monitor.

Set up a "incoming mail" project with an email handler that reads all the incoming mail.

As Thomas says, anything with a subject containing a Jira issue id will then become a comment, and stuff without it will create issues in that project.  It is not ideal, as really you want email handlers to cope with all email in the right projects, but at least you will be "monitoring" the incoming mail.

and where does it get the E-mail from? 

Having this issue where If I send an Issue to my JIRA@......   From a user, it works but when I do it from a non user, it doesn't work (Issue still goes through, but the user never gets the comment / reply or confirmations like the registered user did).

Please help 

also, I am confused on :

Reporter
Initiator
Asignee
ETC......

Thomas Deiler Community Leader May 06, 2021

Dear @Bruno Sergio Pongetti Goldemberg ,

you can configure a mails handler here:

https://mydomain.atlassian.net/secure/admin/IncomingMailServers.jspa

after you connected to a mail server, follow then this instructions.

If the sender is a known user, the email will be converted to an issue with the sender as reporter. If the sender is unknown and the option "Default Reporter" is set, then the issue is created and:

When an issue is created using the default reporter, the original sender's address will appear in a brief message at the end of the issue's Description field.

Only when the reporter is a known user (consumes a license) it gets notified. That's Atlassians concept. If you have loads of customers (that do not need to have accounts), then have a look at Jira Service Management.

So long

Thomas

it did not help at all, sorry :(  

I am still with same issue.

Thomas Deiler Community Leader May 07, 2021

Dear @Beakon Support ,

can you please open a new question, where you describe your current problem, with as much details about what you tried already?

I will lock this question.

So long

Thomas

TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

335 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you