How to create an issue triggered by e-mail?

[Deleted user]

Hello All, 

I'm new to Jira software and have not found any article regarding this automation which seems to be simple.

At the moment I have a customized board and would like to create an issue triggered by O365 e-mail through specific rules like TO and SENDER.

Is this possible? 

Regards, 

Alexandre Ribeiro

[Darryl Lee · Accepted solution]

Hello - since @[deleted] is asking about Jira Software, it's a bit more complicated than it is for Jira Service Management, which is what @Teale McCleaf is referencing.

The Jira administrator will need to Configure a custom mail server, and then a mail handler will need to be set up for a dedicated O365 account. This is all detailed here:

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

But if @[deleted] can work with Jira Service Management (which is typically used for help desk environments, etc.), then it would be much easier, as it includes its own integrated mail server/handlers/etc.

This is detailed here:

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

[Teale McCleaf]

Hi Alexandre, 

Create a service project, go to project settings and then select Email Requests.  There you can specify an email that will create an issue in the project when users submit them.  You can do this for each project to follow the specific TO rules. 

Customer permissions is where you can specify who can submit issues.

Hope this helps, 

Teale

[Deleted user]

@Teale McCleaf 

Thank you.

I've navigated through the options and could not find the Email Request or Customer Permissions, moreover I'm using a standard license for Jira and I might not have access to change the permissions.

I'm afraid of missing something, in addition, I'm using an existing board from jira software (not sure if that change from a new one) or these options are not included.

Furthermore, I've configured the custom mail server and the mail handler in my O365 dedicated account as @Darryl Lee @Darryl Lee mentioned

Following attached the options available in my account.

Thanks, 

Alex 

 

[Darryl Lee]

Yes, as I mentioned in my original reply, the suggestion from @Teale McCleaf only works if you have a Jira Service Management (formerly Service Desk) project. From your screenshot it's clear that your project is Jira Software.

Jira Software does not have the built-in Email Requests feature.

Some information on the differences is here:

https://confluence.atlassian.com/confeval/jira-software-evaluator-resources/jira-software-which-jira-do-i-need

So is the O365 mail account working for you? If so, would appreciate your accepting my answer. Thanks!