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Best approach on creating issue from an incoming email

Dear all,

We are actually looking at the best solution in order to create a jira issue from an incoming email.

In our past experience we have try such incoming email from creating issue in Service Desk but we get ride of it due to the fact that we gets so many wierd situation like :

  • lost email
  • email view as read but in fact not, so ticket was not created

Base on your experience any of you is using email for creating issue and have a fully working solution ?

I guess ticket can be created in any project type and not necessary going through Service Desk first ?

Thanks for sharing the approach used

1 answer

0 votes

Yep, we use the Service Desk channel for email.

If you are losing email, you'll need to look at the email server to see where it is getting lost.  If Jira is unable to process an email, it will show you what is wrong in the log, so have a read of that to see what is going wrong.

hello @Nic Brough _Adaptavist_ , thanks for your reply.

Does incoming email can create issue in an other project than Service Desk ?

Yep, but you do it with "email handlers" which are not a project function.  You'll find them in the admin section and when you set one up, it will ask what project incoming emails should create issues in (amongst other questions)

hello  @Nic Brough _Adaptavist_ ,

One question : The user which is sending the email in order to create the issue does not have access to Jira as he as no account on it.

As far as I read in order to create issue from email in Jira Core/Software, email adress should be known in Jira as an account

So based on that information, I get back to try to get it work by creatting request in Jira Service Desk but then I com to an other point.

What is exactly the email adress you are configuring from the Email Request configuration screen.

Does this adress is the adress where email need to be send in order that jira can create issue ? or just use as part of authentication

For Core/Software, you can tell the handler to use a dummy or service type account when it cannot identify an active user.

The email address you are configuring on the request is for the outgoing emails.

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