Create issue from email to distro list

[Casey Daniell]

Ok. I have emails to a jira@foo.com creating tickets in JIRA. Now I want to extend this a bit and add user jira@foo.com to an email distribution list and create a new ticket everytime this list get's an email, however, this isn't work.

Is this supported? Or does JIRA require the email that it's monitoring to be explicitly included on the to line? Not simply a recipient of the email? 

[Andy Heinzer · Accepted solution]

It depends.  If you're using Jira Core or Jira Software, then the problem with this approach is that every user that emails that address would have to be a licensed user for this to work.

In Jira Service Desk, not every user has to be licensed.  You can have unlicensed users, these are users in the customer role.  They don't have access to the main Jira site, they only have access to the customer portal in Service Desk.   I believe you would need to setup service desk to allow new users to sign up themselves on the site as well.  But if you had that setup, then this could work.   I would recommend checking out Receiving requests by email.  I believe there is an expectation that received messages should use either the To or CC field in the message, so I'm not clear on what effect the system would have if say BCC was used, but otherwise I think this could work.

[Casey Daniell]

We are using JIRA Software and I created a JIRA user for this email account. New issues are created when an email is sent directly to this account. What I want to do is add this JIRA user to a distro and anytime that distro gets an email, create a ticket. 

[Andy Heinzer]

I can see a scenario where this would not work.  When Jira processes this message, it looks through the headers to figure out a lot of information about that message; such as the sender, the subject, but I think it is looking at the To and CC fields as well in order to make sure that the receipent's email address appears here.

With some distro lists, just as you would with a BCC to that address, you won't see the jira@foo.com address in either the To or CC fields, but that account still gets that message.    It's not clear to me if that is expected functionality in Jira, but I would be interested to see what the $JIRAHOME/log/atlassian-jira-incoming-mail.log shows when it tries to process this message.   I would expect that log will tell us more about this problem and how to proceed.

[Casey Daniell]

I see a lot of this in the logs mentioned.

2018-05-21 20:15:02,874 INFO [M2-Targeting] Caesium-1-3 anonymous M2-Targeting Calling handleMessage
2018-05-21 20:15:03,351 INFO [M2-Targeting] Caesium-1-3 anonymous M2-Targeting M2-Targeting[10200]: Cannot handle message as the recipient(s) (john@emailAddress.com, bob@emailAddress.com, Isabel@emailAddress.com.com, Cynthia@emailAddress.com.com, Meghan@emailAddress.com.com, Targeting@emailAddress.com.com) do not match the catch email M2-targeting.jira@emailAddress.com

[Andy Heinzer]

Ah, since you are seeing that error message I can tell now that you are using the Catch email address option in Jira.  In those cases, only messages that are specifically sent to that address (to, cc, or bcc) can be processed by that mail handler.  More details in https://confluence.atlassian.com/adminjiraserver073/creating-issues-and-comments-from-email-861253784.html#Creatingissuesandcommentsfromemail-Createanewissueoraddacommenttoanexistingissue

From looking at that log, it looks like all the addresses in that message are not exactly the same as the catchall address itself, which would explain why this message is not processed.

[Sylvia Lobo]

Hello @Casey Daniell can you please share how you have been able to create tickets in JIRA by sending email to distribution list?