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changes.mady.by.user Daniel Marczisovszky [META-INF]

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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 Service Desk 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)
  4. Go to Administration / Issues, add a text custom field, call it External Participant. Make sure the field js accessible in the project and issue type you configured above.
  5. Go to JETI Administration / Mail Handlers (JIRA_BASE_URL/secure/admin/jeti/jetiAutoReply.jspa)
  6. Click Add to add a Mail Handler Context
  7. Set the attributes of the Mail Handler Context:
    1. Project: select the Service Desk project you configured your mail handler.
    2. Issue Type: select the default  issue type you configured above (Request).
    3. Select the Email Processing Strategy: Service Desk: Create or Comment Requests
    4. Select the Customer Request Type to use. Request Types are dependent on the selected Issue Type.
    5. In "When Customers are Created", select the template based on theme "Service Desk Customer Invitation" or leave it empty
    6. In "When Participants are Added", select the template based on theme "Service Desk Request Participant Added Notification" or leave it empty
    7. In "ServiceDesk Comment Visibility", select "Default Behaviour"
    8. In Acknowledge New Issues and Acknowledge New Comments, select the template based on theme "Service Desk Auto Acknowledge" or leave it empty. 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.
    9. In User Recipients, select "Save to multi user picker field" and select the above created field.
    10. In Sender Field, select the "External Participants" field
    11. In Recipient Field and Copy Recipient Field, select the "External Participants" field
    12. Email Address Exclusion: enter the email address this Mail Handler is listening on (you configured it in step 2 above).

    13. In Split Regex, enter

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


  8. Click Save to persist your Mail Handler Context.

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

See more details on Mail Handler and Auto-reply emailsHandlers and Service Desk Management Integration

Configure Event Notifications

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