Removing the Classic Mail Handler

2021 December UPDATE:

In the November Webinar we’ve covered two topics:

  • the step-by-step process of mail handler migration

  • automation in Jira and how the next-gen handler affects them

For our post-webinar summary on the migration steps, please click here.

For our post-webinar summary on automations, please click here.

2021 November UPDATE:
Information about the last webinar before deprecating the Classic handler

The last (Q&A) Webinar took place on 3rd December 2021 at 3PM CET, for more information, please see the 2021 December update above.

We would like to inform you that the Classic mail handler will stop processing incoming emails in versions released after January 2022. Let us emphasize that for users with app versions released before this date, the classic handlers will continue to work as usual. This means that you should only update your Email This Issue version in January if you have working Next-gen handlers set up already.

You will be able to open the mail handlers to see their configuration but you will not be able to create new ones or edit existing ones.

2021 September UPDATE:
Available video of the second mail handler migration webinar

Our second webinar showcased a fairly generic case of email processing within a Service Management Project using Email This Issue.

Here, we presented a Classic mail handler configuration then migrated the settings to a next-gen handler.

The video we’ve played during the webinar can be found on Youtube.

2021 June - UPDATE:
Available video of the first mail handler migration webinar

We’ve held our first webinar on the topic of mail handler migration a month before we stop providing access to creating new Classic mail handlers.

The video we’ve played during the webinar can be found on Youtube.

During the session we’ve covered the following topics:

  • why the Next-Gen mail handler is necessary and why the Classic mail handler will be deprecated

  • the key differences between the Classic mail handler and the Next-Gen mail handler

  • the main components of the Next-Gen mail handler and how they work

  • how to set up a simple Next-Gen mail handler for your Jira Service Management project

2021 March - Original Estimates
General information about the deprecation process

A detailed roadmap will be shared later on, but as of now the following steps are planned:

  • Creating classic handlers will not be possible in versions released after the end of Q2 2021. Existing ones will work and have the option to be edited or deleted, no new developments will be carried out on the classic handler.

  • In the versions released after the Q3 2021 creating AND editing handlers will be unavailable as well. Existing ones will work and have the option to be deleted, no new developments will be carried out on the classic handler, support is no longer available for this feature.

  • The Classic handler will not be available for use in versions released by the end of Q4 2021, editing and creating will both cease to exist, the function will have been deemed obsolete and will be taken out of the app as a whole.


As you can see, you still have time to convert your old handler to the new one and we’ll keep you updated along the process. As a part of this, we will try to reach out to our customers via the following platforms:

  • send you emails about the process

  • build info messages into our product so that you won’t be able to miss it

  • hold webinars until the release in order to help you make the transition

  • inform you of a more detailed roadmap later this month.

For essential information about the next-gen handler and a comparison between the two handlers, please see our documentation.

If you have any questions regarding the switch, let us know in an email or open a request on our customer portal.