Fix Email for Jira Ticket Creation: Core & JSM Cloud

Summary

You can configure Jira to receive requests through an email address. Two types of mail handlers can be configured.

Solution

The Jira Core mail handler

You can configure the Jira Core mail handler in ⚙ > System > Incoming Mail. This handler is strictly reserved for Jira users with application access (users with a license), and it should not be used with Service Management customers (users without a license).

Jira can receive emails from licensed users to create issues or add comments and attachments automatically.

Depending on your team's needs, you can configure mail handlers to control how these emails are handled or add another mail server.

More details related to the Jira Core mail handler can be found on the link below:

• Create issues and comments from email

The Service Management mail handler

The JSM mail handler can be configured in each Service Management project, in Project Settings > Channels & self service > Email, and it is designed for customers (without a Jira Service Management license).

Requests that are sent to the service project’s email address are automatically added to the queues, so your team can focus on customers without worrying about missing requests or managing multiple inboxes.

Each Service project already comes with a pre-configured mail handler, and it’s possible to add another customer mail handler (for example, the email address your team uses for incoming requests).

More details related to the Jira Service Management mail handler can be found on the link below:

• Receive requests from an email address

• Receive requests from emails in team-managed projects