We have an email being sent through the service desk and it keeps going coming in as a ALERTS ticket instead of and IT ticket type we have mapped the email through the service desk profile, but it keeps running through the directives profile. The directives profile already has a mapping for the IT-projects and won't allow us to add another. so we are
trying to use the service desk profile.
First, make sure that the incoming mail connection is bound to the profile that you want to use via Jira Admin > System > Incoming Mail.
Regarding your "directives" profile, why do you require another mapping for the project? A single project mapping can have multiple rules + configurations.
You have 1 keyword rule set for the IT project mapping, therefore your incoming emails need to match that rule in order to get routed to that project. Otherwise, if no rule matches the email will go to the default project mapping (ALERT in your case).
We can discuss your issue here but if you need to discuss your configuration more privately feel free to contact our support team: Getting support from The Plugin People .
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