Page Comparison

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1. Project: select the project you configured your Context 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. Template: select the template you created above (Helpdesk template)
4. Notification template: select the notification you created above (Helpdesk Notifications).
5. External Watchers Field: select the field you created for your Mail Handler, called External Participants.
6. Sender Name Pattern: enter a name that appears in the emails as the sender, you can leave it empty.
7. From Email Address: enter the email address you created for your mail handler (support@mycompany.com)

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Congratulations, You are done. Your basic email support system is place and is ready to serve you.

Related documentation:

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Use Case

The below tutorial covers the following use case:

• external customer reports a ticket via email, a new issue is created from email and a customer account is created automatically
• service management agent requests more information form the customer by commenting the issue, customer is notified
• customer replies to the email, the issue is commented, old content from the email is stripped out
• service management agent resolves and closes the issue, customer is notified.

Step-by-step guide

There two major aspects you must configure to implement the above use case:

• Mail Handler
• Event Notifications

Prepare Email Templates for Customer Notifications

Email templates are needed only if you want to send emails to your customers.

1. Go to Email Templates
2. Click Add to add one template from each of these Themes:
   1. Service Management Customer Invitation: If customers may be created automatically with Public Signup Enabled in Service Management 
   2. Service Management Request Participant Added Notification: if you want to notify participants when they are added
   3. Service Management Auto Acknowledge: if you want to automatically acknowledge incoming emails
   4. Service Management Request Created / Updated / Resolved / Public Comment Added: if you want to setup event notifications for Customers
      
3. Use the default template content, you can customize the templates any time later.

Configure Mail Handler to Process Emails

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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 Service Management 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 (do not enable Create Users option)

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In Split Regex, enter

/From: |___.|On .wrote:|----Orig.|On .(JIRA)./

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At the end, your Mail Handler Context should look like this:

Image Removed

You have now prepared Email This Issue to process incoming support emails.

See more details on Mail Handlers and Service Management Integration

Configure Event Notifications

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1.  specify email template you created above based on the appropriate themes
2. specify recipients and additional email content

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1. Specify events as described in this tutorial. Setting up Customized Notifications

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filename location https://docs.meta-inf.hu/email-this-issue-for-jira-server-data-center/faq/tutorials/enhance-jira-service-management-with-email-this-issue

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