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Info
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titleEmailing basics

Emails are always downloaded and deleted or moved from / within the email accounts by Jira's Email Puller and Email Processor.
The email puller retrieves emails from email accounts (e.g. Gmail and Yahoo Mail) and stores them in the database (Emails received before the accounts are connected to the system are not pulled in).
The email processor processes emails retrieved by the puller.
Downloaded emails are then passed on to JETI which creates new issues from the emails or adds new comments to already existing issues based on the emails.

The below table is to compare the mailing capabilities of Jira and Email this Issue (both Server and Cloud versions).

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Feature

Jira out-of-the-box

Jira Service Desk
(Server version)		Email This Issue CLOUDEmail This Issue SERVER





Outgoing Email Options





Custom email templatesNot SupportedSupported
(customer
notifications only)		SupportedSupported

Notifications





Support for single email addresses stored in custom fields via event notificationsNot SupportedNot SupportedSupportedSupported
Event notifications in Notification schemesSupportedSupportedSupportedSupported
Event notifications with JQL conditionsNot SupportedSupported
(using automation)
SupportedSupported

Manual Email Defaults





Manual email options editingNot SupportedNot Supported
Not
SupportedSupported
Send issue details to users and to external email addresses (Email button)Not SupportedNot SupportedSupportedSupported
Miscellaneous



Send emails from a workflow transitionsNot SupportedSupported
(using automation)
SupportedSupported
Deleting SMTP prefix
editing
from outgoing emailsNot SupportedNot SupportedSupported
Not
Supported
Send auto-acknowledge/auto-reply emails to sendersNot SupportedNot SupportedSupportedSupported
Send link to issues to users and email addresses (Share button)SupportedSupportedSupportedSupported
Generating From address and Sender name from fields or custom fieldsNot SupportedNot SupportedSupportedSupported

Sending predefined responses (manually generated responses, not Confluence content pasted)

Not SupportedNot SupportedSupportedSupported
Distribution listsNot SupportedNot SupportedNot SupportedSupported
Execute workflow transitions based on outgoing manual emailsNot SupportedNot SupportedNot SupportedSupported
Supporting CC and BCC recipientsNot SupportedNot SupportedSupportedSupported
Incoming email options



Mail Handlers
Fallback to a default reporterNot




POP3 / IMAP accounts handling *SupportedSupportedSupportedSupported
Create Or Comment Or Subtask based on JQL

Fallback to a default reporter

Supported
Not
Supported
Not
Supported
Not
Supported
Process incoming emails as new issues or commentsSupportedSupportedSupportedSupported
Create or Comment Or Link mail handler based on JQLNot SupportedNot SupportedNot SupportedSupported
Execute workflow transition on issues upon processing emailsNot Supported
Not
Supported
(using automation)

Supported

Supported

Removing previous messages from reply emails using split regex

Not
Supported (limited)
Not
Supported (limited)SupportedSupported
Field
Rules
Actions based on incoming emails




Initialize issue fields from email in new or existing issuesNot SupportedNot SupportedSupportedSupported
Find
issues related
issues related to incoming emails using issue fieldsNot SupportedNot SupportedNot SupportedSupported
Email filtering
using field rules
Not SupportedNot SupportedSupportedSupported

Execute workflow transitions

using field rules

based on regular expressions

Not SupportedNot SupportedNot SupportedSupported
Attachment handling



Name and size based attachment filteringNot Supported
Not SupportedSupportedSupported
MD5
hash based
hash based attachment filteringNot SupportedNot SupportedNot SupportedSupported
Configuration



Not SupportedNot SupportedNot SupportedSupported
Not SupportedNot SupportedSupportedSupported
Not SupportedNot SupportedSupportedSupported
Additional features



Searchable
audit log
audit log of
emails sent
emails sent or receivedNot SupportedSupportedSupportedSupported
JQL
functions to
functions to search for issues sent / created or commented via emailsNot SupportedNot SupportedNot SupportedSupported
Using RestAPI to send emailsNot SupportedNot SupportedNot SupportedSupported
Multiple SMTP server support Not SupportedNot SupportedSupportedSupported


Disclaimer


Note
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Not all features are listed here to a full extent due to minor differences in the different products and deployment versions, however, we have tried to highlight the biggest benefits one solution has over another.


FeatureDisclaimer

POP3 / IMAP accounts handling*

The feature will be available in Q3 2019.