Email Configuration with restricting emails to pick up and create as an issue in Service Desk

[Ganesh Babu]

Hello Team,

We are trying to implement Jira Service Desk in our Organisation. The consequence is we receive different emails related license, business, meeting scheduling and so on. So now we need to create emails for only certain email addresses or with some description/ it might also depend on from and to address. 

We don't need all the mails from that box to be created as an issue.

What i thought was we can define a rule in the mail , and try to pick those mail from a particular folder and create ticket in JSD. But not sure we can do this or not? Help me with inputs on this.

And if we have any other ways to restrict the junk tickets creation.

Thank you for the help well in advance..!!

[Angélica Luz]

Hello Ganesh,

Thank you for reaching out to Atlassian Community!

When adding a custom email address to a Service Desk project, all emails received in the inbox will be read by Jira to create a ticket. It's not possible to change the folder that Jira will read the emails or configure to read a specific label or summary.

There is a feature request suggesting the implementation of such ability:

• JIRA Service Desk mail handler do not have a field to choose mailbox or folder

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Ganesh Babu]

Hi @Angélica Luz 

Thank you for the response. 

So how about with any plugins if we can achieve

[Angélica Luz]

You are welcome! 

I didn't find any add-on that could achieve this. Most of the add-ons related to email channels are for notifications and not to manage the inbox, so I'm afraid we will have to wait for the feature to be implemented.