Page Comparison

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1. Go to JIRA Administration / Incoming Mail
2. Add an IMAP or POP connection to an email account, let's say support@mycompany.com.
3. Add a Mail Handler with the below parameters:
   1. Name: give a descriptive name, like "MyCompany Support Handler"
   2. Server: select the email account you configured above
   3. Handler: select Email This Issue Mail Handler
   4. Project: select the project in which you want to track your ticket, let's say the project is: Helpdesk
   5. Issue Type Select the type you want to use to represent a ticket, e.g. Request
   6. Specify a default reporter: a user who has Create Issue and Add Comment permissions in the project
   7. Leave other settings with the default value
4. Go to Administration / Issues, add a text custom field, call it External Participants, add one Multi-User picker field, called Internal Participants. Make sure the fields are accessible in the project and issue type you configured above.
5. Go to JETI Administration / Templates (JIRA_BASE_URL/secure/admin/jeti/jetiTemplates.jspa)
6. Click Add to add a new Template
7. Give it a name: Auto Acknowledment
8. You can customize your template now.
9. Click Save at the bottom of the page to persist your template.
10. Go to JETI Administration / Mail Handlers (JIRA_BASE_URL/secure/admin/jeti/jetiAutoReply.jspa)
11. Click Add to add a Mail Handler Context
12. Set the attributes of the Mail Handler Context:
1. Project: select the project you configured your mail handler for (Helpdesk). You can leave Project empty to use this context for all projects.
2. Issue Type: select the type you configured above (Request). You can leave issue type empty, to use this context for all issue types.
3. Select the Email Processing Strategy, most typically Create or Comment or Link Issues (Supports Split Regex)
4. In Acknowledge New Issues and Acknowledge New Comments, select the Auto Acknowledge template you created above. This will make sure that email senders will get an instant feedback from your JIRA system, that their emails have been processed. The email will contain the issue key as a reference number.
5. In User Recipients, select "Save to multi user picker field" and select the above created field: Internal Participants.
6. In Sender Field, select the "External Participants" field
7. In Recipient Field and Copy Recipient Field, select the "External Participants" field
8. Email Address Exclusion: enter the email address this Mail Handler is listening on (you configured it in step 2 above).

9. In Split Regex, enter

   No Format
   /From: |___.|On .wrote:|----Orig.|On .(JIRA)./

   
   

13. Click Save to persist your Mail Handler Context.

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