I have email forwarding set up from our company support email. It already pushes emails through and creates a new issue, but I just came across documentation that says you also have create a mail handler to create new issues. Is that actually necessary if it seems like the basic forwarding is doing what I need it to? What is the advantage of using a mail handler?
(Note: I got the info about mail handlers from here: https://confluence.atlassian.com/display/JIRACLOUD/Creating+Issues+and+Comments+from+Email#CreatingIssuesandCommentsfromEmail-Createanewissueoraddacommenttoanexistingissue
so please don't just regurgitate the info on that page.)
Since you added the "jira-service-desk" label to this question, I believe you are referring to the Service Desk plugin, am I right?
The Service Desk plugin will automatically add a Mail Handler to your JIRA related to that Service Desk (project), so there is no need to create a Mail Handler manually in your instance.
Here is how you can set the email channel in Service Desk (which will create the mail handler).
Hope it helps!
You need a mail handler to have JIRA actually do something with incoming mail.
Without a mail handler, it will read the email and do precisely nothing. As you're obviously getting emails converted into comments and issues you've already got a handler running. If you want to do different things, you can edit that one, or add new ones if you have more email addresses.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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