email creates tickets on a specific project

[John]

Hi,

I've read so much of the documentation but don't quite understand a couple things:

1) Is it possible to set the function to create a ticket from an email but only on a specific project or does it need to be enabled in JIRA for all projects?

2) Is it possible to grant rights to a user to configure this for his project or again, must the user be administrator of JIRA and not just the admin of the project?

Hope this makes sense we are really in need of doing this as we use the Ticketing system in JIRA but receive tons of emails and have to manually open a ticket for each and wish to automate this but we have other departments using JIRA as well for their projects.

Thank you in advance for your time.

[Nic Brough -Adaptavist-]

Ok, the answer to the first one is that it depends on the "handler".

You set up an email inbox to get the emails, and configure JIRA to go fetch them.  You then add a "handler" to process the incoming email.  There's several of them built into JIRA, and more if you can add add-ons, but the ones that come off the shelf are pretty simple and mostly work the same way for the purposes of your question.

The basic behaviour is "email arrives, check to see if it refers to an existing JIRA issue, and if it does, then add the body as a comment.  If you do not find a reference, then create a new issue in the project selected in the handler config"

Some of the built in ones don't do all of that, and you've got options around users and processing text, but that's the basic rule for them.

For your second question, email handlers are configured by admins only (because you could set it for any project, users, and and and)

Note though - the JIRA Service Desk handler is different again.  Don't try to use standard handlers on JSD projects, it goes a bit, well, odd.

[Tibor Hegyi _META-INF_]

Hi John,

1) Is it possible to set the function to create a ticket from an email but only on a specific project or does it need to be enabled in JIRA for all projects?

Sure. When you set up an mail handler in JIRA Administration / System / Incoming Mail, you must specify the project and issue type used to create new issues.

This means, you do not need to enable this for all project. On the contrary, you must explicitly enable it for the projects you want

2) Is it possible to grant rights to a user to configure this for his project or again, must the user be administrator of JIRA and not just the admin of the project?

From the above you can infer, only JIRA Administrators can set up mail handlers. Details in the docs.

One exception may be Service Desk. If you use JIRA Service Desk, the Service Desk administrator may enable the email channel for that service desk without having to be JIRA Administrator.

Tibor

[Tibor Hegyi _META-INF_]

Nic's more precise answer on comments added from email is true, I just referred to the case when a new issues are created from email.

[John]

Yes I am specifically looking for tickets created from emails. Thanks again.

[John]

Wow thanks for the super quick and detailed answers I appreciate it!