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create ticket from email in jira?

chandra bhushan_kpcec5

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?

Accepted answers

Alexey Matveev

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.

All comments

chandra bhushan_kpcec5

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

Yogesh Mude_u145qk

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?

Alexey Matveev

Hello,

2. The approach above will let you do it.

chandra bhushan_kpcec5

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

chandra bhushan_kpcec5

@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 ?

Yogesh Mude_u145qk

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_kpcec5

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

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_kpcec5

@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_kpcec5

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_kpcec5

@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_kpcec5

@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_kpcec5

@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_kpcec5

@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 ???

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

Scott McDonald_qykakt

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

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