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All requests from our users reach one email group, and I want to integrate that group with Jira Service Management. That is, I want all emails that arrive in that email group to be opened automatically as new tickets in JSM to Is it possible or must it be an email address?

Best regards,



2 answers

2 votes
Olga Videc Community Leader May 18, 2021

Hello Marijana, 

Unfortionaly you need a mailbox to achieve this.

Only email address can be added to JSM, but by default JSM comes with email address for requests.

BR, Olga

@Marijana Nikolic Not sure if I got it right. With "email group" you mean an "email distribution list", e.g. an email address like that forwards all emails to it's members, right?

Can't you just add the jira mailhandler address ( as member of the distribution lists (

In case someone writes to it will automatically be forwarded to your jira handler and should create a ticket. Do I miss something?

- Cheers, Markus // Founder of Duplicate AI // Find & Merge Duplicate Issues

@mararn1618 _secretbakery_io_ I tried that way, but I come to the part where I have a default user, I have the option to create a user but it doesn't work. I found it to be a bug in JSM.


I'm still trying to find a solution. I need that emails automatically open in JSM that arrive from our users. but I haven't been able to integrate yet, Can you please help?




Hi, I am not sure I understand what you mean with default user.

  • Where is the default user? In JSM?
  • Where and why do you need to create one?

It sounds a little bit like you are setting up a custom mail handler, but that is not needed. JSM should be able to do what you want out of the box. Could it be that you have read instructions to set up JIRA and not JSM? (mail handling is different!)


From my point of view all you need is JSMs email address and forward emails to it. And if you have the right permissions:

  • For every email to that address
  • If the sender address (sender@company) is not yet known to JSM will automatically create a customer (sender@company) .
  • A new ticket will be created and the new customer will be assigned as the reporter.


Here are a few links you may want to check out:


Markus Arndt // Founder of Duplicate AI // Find & Merge Duplicate Issues

I tried it with an email handler



but I have a default user, and I cannot mark CREATE USER option.


Our users write to the email group Can I link some of these emails from the image below to that group? So that my tickets open automatically


So you're doing two things, which I think are not needed:

  • You're adding an email handler on global level, but this can be done easier on project level in JSM.
  • You try to "create users", which is not needed. Users need a valid Jira license, but what you really want is to "create customers"


My thoughts are:

  • Remove the email handler on global level.
  • In your JSM project, find the JSM email address. Add it to the list.
  • Make sure that customers are automatically created when they send a request.


Here some visuals on what I mean:

2021-05-27 17_01_06-ITSM-Heroes - Email - Service project - Jira.png

2021-05-27 17_04_56-Jira Service Management configuration - Jira.png

2021-05-27 17_03_45-ITSM-Heroes - Customer permissions - Service project - Jira.png


- Cheers, Markus Arndt // Founder of Duplicate AI // Find & Merge Duplicate Issues

Thank you Markus for your reply.

I did everything from the second and third pictures. But in the first picture, I can't enter the email (, it doesn't allow me to change this after @





I think you're nearly there, but there's still this missunderstanding between us:

  • I didn't mean that you should change that email address to


For now, I wanted to suggest that Instead should forward all emails to, since:

  • I understood that is just a distribution list
  • Then you could add to that distribution list
  • So that the email flow will look as in the picture below

2021-05-27 21_06_14-Book2 - Excel.png


Did I maybe misunderstand?

Hi Markus,

I tried this before but it didn’t work.

Now I have found this to be a problem.


But I'm not sure if it's from our side or JSM

When I add an email address to the distribution list then I get this message ''DMARC validation failed'', and when I send it directly to the address ( then it works

You can open your own mailbox for this purpose. Access to it and what will be displayed in it can be configured independently, as far as I know. So be sure to try all of the options. If you still do not work, then you can try other options. For example, there are sites where the interface is arranged differently, so it makes sense to use it. Personally, my favorite dark website allows me to use and not have to worry about such issues. So if you need it, give it a try. I'm also interested in what exactly your work is related to. Maybe I can give you another suggestion. Since I work with crypto volume.

I contacted support and they helped me with this, I'm not sure what they did but everything works as it should.


Thank you for this reply :)

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