Opening issues in the Jira Service Desk - By Mail

[thiago.suisso]

Hi There!!

Our customers usually to open issues by mail, with summary and a description and attaching screenshots if necessary.

However, sometimes they add our support mail on their internal messages, in the CC field for example. When I will check the issue, no action is required.

Is it possible to set the Jira Service Desk to create issues only when the customer types our support mail in the TO field?

[Kerem Caglar [Solveka] · Accepted solution]

This is not possible with default JSD mail handler.

You could either check some app like JEMH if that can do that

Or you could write a rule on the mail server side that moves the CCed mails onto another folder so JSD won't pick them up.

[thiago.suisso]

Appreciate your help, Karem.

Have a nice week!

[Samuel John Pulla]

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