Fix Email for Jira Ticket Creation: Core & JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
You can configure Jira to receive requests through an email address. Two types of mail handlers can be configured.
Solution
Handler | Where to configure | For whom |
|---|---|---|
Jira Core mail handler | ⚙ > System > Incoming Mail | Licensed Jira users only — not for JSM customers |
JSM mail handler | Project settings > Channels & self service > Email | JSM customers (no license); request land directly in queues |
The Jira Core mail handler
You can configure the Jira Core mail handler in ⚙ > System > Incoming Mail. This handler is reserved for Jira users with application access (users with a license) and should not be used with Service Management customers (users without a license).
Jira can automatically receive emails from licensed users to create issues or add comments and attachments.
Depending on your team's needs, you can configure mail handlers to control how these emails are handled or add another mail server.
To configure mail servers, you must have Administer Jira global permissions.
More details related to the Jira Core mail handler can be found on the link below:
If your senders are external customers without licenses, use the JSM (project) handler; the Core handler will silently ignore unlicensed senders.
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 preconfigured mail handler, and you can add another customer mail handler (for example, the email address your team uses for incoming requests). However, avoid configuring the same email address in both the Service Management mail handler and Jira Core’s Incoming Mail Servers to prevent conflicts and intermittent failures in processing requests.
More details related to the Jira Service Management mail handler can be found on the link below:
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