How to convert outlook mail to jira tickets

[phalgun_reddy]

Hi Community,

I would need your suggestion how to make possible to conversion of mails received to DL to Jira issues in a project.

If the stakeholders write an email to DL that should be converted to Jira issue.

Please do help


Thanks in advance 

[Trudy Claspill · Accepted solution]

Hello @phalgun_reddy 

The DL needs to include a user account that Jira can monitor to create issues from the emails delivered to that account.

Refer to this document for information regarding the set up for creating issues in a Software project based on emails.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

[phalgun_reddy]

Hi @Trudy Claspill 

Thank you for taking your time for this.
Sorry to inform
I have gone through that document and couldn't able to crack it that's my bad.
Can you please guide me in steps how to achieve it.

It would be so kind of you.


Thanks in advance 

[phalgun_reddy]

Hi @Trudy Claspill 

I have tried following the document while testing 
But i am getting this error
PFA

[Prerna Sony]

Hello @phalgun_reddy ,

Welcome to the Atlassian Community !

Cause :

You are seeing this error, because, when following the steps to configure your Jira incoming mail server to use OAuth 2.0, the request to "Authorize" was not completed by the mailbox owner or delegated user.

For example:

1. A user is attempting to configure Jira's incoming mail server to use OAuth 2.0 for the account support@atlassian.com 
2. A user authenticated to Jira with the username charlie@altassian.com and re-directed to Google or Microsoft Office365 when they click "Authorize"
3. A user enters their charlie@atlassian.com username and password to authorize the OAuth 2.0 connection between Jira and the email service provider. 

Resolution :

Complete the "Authorize" request using OAuth2.0 with username and password for the required email account 

For example, when the user support@atlassian.com is re-directed to Google or Microsoft Office365, and allows the OAuth connection between Jira and the mail box for support@atlassian.com the connection will succeed.

Hope this helps !

BR,
Prerna

[Prerna Sony]

Additionally, you can also refer the article here 

[phalgun_reddy]

Hi @Prerna Sony  @Trudy Claspill 

i will walk through how i tested
scenario1: 
I have added a mail server as test and i have created a mail handler with my mail ID
while testing the above error popped up.

senario2:
Already our instance has one mail server for ex: Jira@hap.atlassian.net 

i have deleted the test mail server i have created and with Jira@hap.atlassian.net server i have created a mail handler.
In that mail handler i have added my mail id phalgun.reddy@idp to the catch email address column

Then i have sent an mail to Jira@hap.atlassian.net  keeping my mail id ID in CC and BCC but the tickets didn't created in the given project

Scenario3

Now i have removed my mail id in catch email address column and tried sending mail to  Jira@hap.atlassian.net 
here the tickets are created in the given project.


Can you please clarify 

1.whether an instance can have multiple mail servers and mail handlers?
2.How can the mails coming to an DL which has Jira access in our instance could be converted into tickets ?
3. is  there any another way to do it?
4. why does the catch email address doesn't work in my scenario?

Kindly help



Thanks 
Phalgun

[Trudy Claspill]

You can have multiple Mail Servers. Each mail server monitors a different account. The Email Handler is the configuration that specifies what is done with the emails found by the Mail Server.

set up an additional Mail Server to monitor an account that you manage in your own Outlook system. I was recently involved in such a set up where O365 was used. In that scenario we had to

1. Grant the email account Jira Administrator permission

2 Log in to Jira as that account

3. While logged in as that account create the Mail Server that would reference that account.

4. Enter the credentials for that same account when redirected to Outlook.

When we tried to set up the mail server for the email account while logged in as another administrator then the authorization step would fail.

You did not say if you are using O365 or a self hosted Outlook system. If self hosted, is the system accessible from the internet without using a VPN?