Enable Mail Handler for Commenting on Existing Work Items Only in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Allow customers to comment via email while restricting new requests to the portal.
Solution
Jira Service Management Cloud mail handling currently supports both of these actions: it can process an email as a comment on an existing work item or raise a new request from a new email. There is currently no way to disable one action while keeping the other enabled, and work item creation can't be restricted to a specific channel.
Configure the Request types
You can try the following workaround in the meantime. This workaround is not guaranteed to continue working, as its underlying mechanism may change in the future.
Go to your Space > Space Settings > Request Management > Request Types and click the Create request type button.
Select Create blank. Provide a Name and description, select an icon, and select your preferred Work type.
For the Portal group, select Hide from portal > Add.
On the new request form, make sure to add the Description field; otherwise, JSM won't be able to add the comments from the email.
Go back to Space settings > Channels & self-service > Email.
Under Actions, click on ••• > Edit and select the Request type you created.
Click on Save, and the new Request type will now be associated with the email channel.
Click the cog icon in the upper right corner of Jira, click Work items, and then click Field Configurations in the side menu.
Locate the current field configuration for your space and click the Copy link in the Actions column.
Click the cog icon in the upper right corner of Jira, click Work items, and then click Field Configuration Schemes.
Locate your Field Configuration Scheme for the space and click the Configure link in the Actions column.
Click Associate a work type with a field configuration and select the work type you chose previously, and the copy of your Field Configuration created in step 4 in the Field Configuration drop-down.
Select your space and go to Space Settings > Fields.
Click the pencil icon to the right of the Field Configuration copy that is associated with the work type.
Choose only one of the fields in the list that has the screens associated with this space, excluding the fields Reporter, Attachment, Summary, and Description, and mark it as required.
After configuring the request type, field configuration, and email channel, send a new email to Jira Service Management. The new email should fail to process. Then send a follow-up email with the issue ID in the subject line. The email body should be added as a comment to the referenced existing work item.
Feature requests
At this time, the JSM mail handler performs two actions: processes an email as a comment or raises a new request, depending on whether the email references an existing issue or is a new email. There's no way to disable one while leaving the other on, nor to restrict work item creation to a specific channel. The following feature requests seek to improve this:
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