When setting up support emails for Jira Service Management. How do you distinguish which mail server

[Neil Olivier-avire user]

We have 2 mail servers as below.

If I then email the support email to create a incident. The reporter does not align to the clients support email. So we don't know who logged the incident. The reporter looks like the admin user we are using. This does change if we use the client login and create a incident on the portal, we do see the reporter come up correctly, but via email this is not the case. Below is a screen shot of the screen where the reporter is not correct. The item in red came from email and should have the client name from above screen shot as the reporter and not the general admin.

[Marc - Devoteam · Accepted solution]

Hi @Neil Olivier-avire user 

Why did you setup a mail handler for this an not an additional Email channel in the JSM project.

This then will create an request with a different request type from the mail.

This could see help to identify the mail channel.

Mail handlers are inline with creating issues from email based on non JSM projects.

[Neil Olivier-avire user]

Hi Marc, thanks for getting back to me. We have different clients. Client A would get a email specific to them and client B a email specific to them. If I add a new email to the channel with a different request type it doesn't tell me which email I am receiving the incident from. Yes we can use a different request type but I would prefer it to say that the report is from the specific client rather. When using the incoming mail server you can specify the default reporter. The problem is when it comes through as a incident, the default reporter does not appear. 

Above is the email handler settings, as you can see, it is set to the client name in the default reporter. But on the incident, it does not pull through, so we cannot tell the difference between the clients. Below is the incident

[Neil Olivier-avire user]

Just ignore the actual entries, it doesn't show what it is meant to show for the default reporter.

[Marc - Devoteam]

Hi @Neil Olivier-avire user 

That is explainable.

LTF Support is probably a customer on your JSM project and not a licensed Jira user?

The reporter option in the mail server config to be useful you need to set a user with a license JSM in this case, otherwise the system admin is used.

Down side is that granting a license to this LTF user, that this use can access the JSM project.

On using JSM an incoming email to differentiate the only option is to have an additional email channel in the JSM project with a different request type.

[Neil Olivier-avire user]

When you say additional email channel. Do you mean adding a second email like this.

[Tomislav Tobijas]

@Neil Olivier-avire user Yeah, that's it. Each email account/channel can be connected with a different request type as can be seen in the provided screenshot.

[Tomislav Tobijas]

Hi @Neil Olivier-avire user ,

Any specific reason you're using (system) incoming mail servers instead of JSM-related functionality?

The one way I would think of when it comes to recognizing where the user/customer has sent an email would be connecting different request types to each email address. Not sure if there's another way to get this info.

Cheers,
Tobi

[Neil Olivier-avire user]

Hi Tomislav, thanks for getting back to me. We have different clients. Client A would get a email specific to them and client B a email specific to them. If I add a new email to the channel with a different request type it doesn't tell me which email I am receiving the incident from. Yes we can use a different request type but I would prefer it to say that the report is from the specific client rather. When using the incoming mail server you can specify the default reporter. The problem is when it comes through as a incident, the default reporter does not appear. 

Above is the email handler settings, as you can see, it is set to the client name in the default reporter. But on the incident, it does not pull through, so we cannot tell the difference between the clients. Below is the incident