Enable Mail Handler for Commenting on Existing Work Items Only in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Allow customers to comment via email while restricting new requests to the portal.
Solution
Configure the Request types
You can try the following workaround in the meantime, however, we can't guarantee that this will continue to work as we might change the way it works in the future:
Go to your Project > Project 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 the Project 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 project 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 project 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 project and go to Project Settings > Fields.
Click the pencil icon to the right of the Field Configuration copy that is associated with the work type.
Locate any field in the list that has the screens associated with this project, excluding the fields Reporter, Attachment, Summary, and Description, and mark it as required.
At this point, you should be able to send a new email to JSM, but it will fail to process it. You can then send a follow-up email, including the issue ID in the subject. The email body will be included as a comment in the referenced issue.
Feature requests
At this time, the JSM mail handler does both actions: processes an email as a comment or raises a new request based on whether the email is a reference to an existing issue or a new email. There's no way to disable one but leave the other one on, nor restrict work item creation to a specific channel. The following feature requests seek to improve this:
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