create ticket from email in jira?

[chandra bhushan]

i have few question with regards to creating ticket from email:

1.can we configure two different project with same mail id to create tickets?

2.how to configure jira for creating tickets specifically for few emails related to project and ignore other mail recieved by mail server?

please suggest me to achieve this requirement?

[Alexey Matveev · Accepted solution]

Hello,

1. You can use imap folders. You will have a single mail box but several imap folders. Then you create rules in the exchange server, which would copy mail from the inbox folder to your custom folders. Then you setup mail handler for the folders you created.

2. The approach above will let you do it.

[chandra bhushan]

@Alexey Matveev Imap folder can be configured from handler ??

since i am new to jira can you please explain how to  defined rules in the exchange server ?

[Alexey Matveev]

You define rules for the exchange server in Exchange itself. Here is more info:

https://www.codetwo.com/kb/how-to-create-in-outlook-a-rule-moving-mail-to-a-specified-folder/

[chandra bhushan]

@Alexey Matveev i created IMAP folder and definded the exchange server rules now i got the error show in above image. can you please help me how it can be resolve?

[chandra bhushan]

@Alexey Matveev after creating IMAP folder does it creates folder locally? 

jira mail handler is trying to find the folder locally under jira home/import/mail?

which is not present at the location .

[Nic Brough -Adaptavist-]

It looks like you've given it a directory name, rather than the name of the IMAP folder.

[chandra bhushan]

@Nic Brough -Adaptavist- suppose i have created IMAP folder called projectjira.

i have mentioned same in handler.  i am confused like folder which i have created is inside outlook and how jira is hooking up with outlook?

above image is how mentioned the IMAP folder during handler creation.

now can you suggest where i am going wrong?

[Nic Brough -Adaptavist-]

No, that is not a IMAP folder. 

You have set the email handler to look for physical text files on the Jira server.  That has nothing to do with an email server (unless you've got a local incoming mailbox that stores mail in that way, which is typically done by "mail" programs on unix boxes, or you have set up something in your mail server to do an export to file when it arrives)

Go back to the handler and change it back to looking for email on an IMAP server.

[Alexey Matveev]

Open the Server field on your screen. There must be IMAP mail servers. If they are not there, then you have to create an IMAP email server in the POP / IMAP Mail Servers section.

[chandra bhushan]

@Alexey Matveev In case of this handler "

"Create a new issue or add a comment to an existing issue" 

if somebody is sending mail with attachment how ticket will be created? is the ticket created upload the attachment as well? how the behaviour will be ?

[Yogesh Mude]

Hi @chandra bhushan,

We can be able to configure one mail ID for a different project and in one project with different issue type as well.

If you configure one mail ID with a different project then how mail handler will know in which project he needs to create jira ticket?

[chandra bhushan]

If you configure one mail ID with a different project then how mail handler will know in which project he needs to create jira ticket?

@Yogesh Mude exactly i have also got the same doubt how jira is going to pick for which project it has to create a ticket

[Yogesh Mude]

Hi @chandra bhushan

Let me know why you are creating two different projects?

Is there a different data and process for each project.

[chandra bhushan]

@Yogesh Mude yeah its a different data and process for each project and concerned person is same.

[Yogesh Mude]

Hi @chandra bhushan

Why don't you create a single project and anyhow we can configure different workflow/process with different Issue type and the screen scheme as well.

Configure one email handler with different issue type as they have followed different process/workflow so whenever email triggers the mail handler will process the email and create the ticket into jira and delete that mail itself from the inbox.

[Raymond Wong]

Please kindly advise how can I avoid other mails going to create tickets in JIRA, and only the email I put on to the mail handler will do the ticket creation?

As seen on the attachment, I just wanted the tickets will be created by the users under Logistic Team / Project, and sent mail to "operations-jira@prenetics.com"?

Can you or anyone advise me how to configure that steps by steps, I was get lost on JIRA.

Regards,

Raymond.

[Nic Brough -Adaptavist-]

You would need to write a new mail handler to do this - it needs to look at the person who sent the email, look at their groups and do something different to what the standard email handlers do.

[Scott McDonald]

We're getting reports from users they've emailed a specific email address assigned to an email handler, but we don't see the ticket in JIRA/get an email for 15-20 minutes.

Is there a setting that I can adjust that looks at the handlers and generates issues or is this something embedded in code?

We have the batch notifications set at 2 minutes and the delay in the handler itself at 1.  

Is there anywhere else in the UI I can look ?

Thanks,
Scott

[Kalpana Iyer]

I am looking for simple steps on how to configure JIRA admin so that Gmail triggers such as specific Gmail Labels can automatically log a JIRA in ServiceDesk (Single issue-key SD only).

Any advice is appreciated.

thanks

[Nic Brough -Adaptavist-]

Start at https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

[Kalpana Iyer]

Thanks. This is very helpful. It looks like I can only setup one email address. 

We have created a ServiceDesk portal from where the requests get logged into SD tickets based on the one email address setup. In addition to that, I would like to add individual gmail address (say mine) to route few (select only) emails to SD tickets. Can this be done? I see docs on setting multiple SD projects. But I'm looking for a many to 1 relationship not 1 gmail: to Many SD projects. thanks

[Kalpana Iyer]

This is resolved. thanks

[chandra bhushan]

@Alexey Matveev hi can anyone please explain me about if user won't mention issue key in the subject line of mail then how Jira can pick up the content and raise a ticket?

since not evrerybody will be knowing about project key present inside jira how it can be done and our default handler is expecting the user to mention project key in a subject.

[Alexey Matveev]

If there is no issue key in the summary, Jira will create a new ticket.

[Nic Brough -Adaptavist-]

You have not got as far as trying to configure a handler yet.  If you had, you would have seen that the first field it demands is the project.

The handlers are simple - they look for an existing issue key in the subject, and if they don't find one, they create an issue in the project you set in the handler config.

[chandra bhushan]

@Nic Brough -Adaptavist- I understand your point my concern is, suppose the user is replying to the mail and he is not aware of the existing key  in that case ideally it should have added as a comment in the same ticket, however since he is not aware of the existing ticket id it will be created as a new ticket.

is there any alternative to achieve like it should be added as comment even though if ticket id is not mentioned in the subject line ???

[Alexey Matveev]

It is not possible out of the box. Theoretically you could write such a plugin.

[Nic Brough -Adaptavist-]

If the user does not know the issue ID to put in the subject (which they will have automatically if they use "reply"), how do you know what issue to put it on?

If you want to try to do some form of matching and search, then you will need to write your own email handler.

Before you go down that route, you will need to clearly define how you expect to match the incoming email to the issue, and what happens if you get more than one result.

[chandra bhushan]

@Nic Brough -Adaptavist- how to enable notification sending to the sender that from his mail ticket got created in handler?

thanks in advance your responses are helpful.

[chandra bhushan]

@Nic Brough -Adaptavist- as part of the handler is it possible to configure for sending the acknowledgment to the user about the ticket creation is successfully completed. or in case some more information if admin required for the ticket he can send mail and by reading same mail user can respond it back.?

is this possible using handler?

[Nic Brough -Adaptavist-]

Set up the project notification scheme to send email back to the reporter when "issue created".

[chandra bhushan]

@Nic Brough -Adaptavist- Hi, for a user, what all permission he is required to have to automatically raise a ticket once he sends a mail to mail server?

[Nic Brough -Adaptavist-]

They need "create issue" in the target project.

[chandra bhushan]

Hi ,

i wanted to add the attachment as part of ticket creation?which handler shall i use?

[Nic Brough -Adaptavist-]

All the default handlers will attach email attachments by default (some allow you to disable that)

[chandra bhushan]

@Nic Brough -Adaptavist- i tried sending mail using handler 

"Create a new issue or add a comment to an existing issue"  however the attachment is not attached in ticket which got created.

can you please tell what can be the reason ?

[Nic Brough -Adaptavist-]

There are several reasons that can happen, you'll need to look at the configuration of the handler, and the log file to find out why it is happening here.

[chandra bhushan]

Is it possible to configure one mail id for different project?