Creating issues for via email for multiple projects with Jira Software Cloud

[Darrel Jackson]

Hi all.

I've read through https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ and still have a few questions on how to configure Jira to create issues by email on Jira Cloud Premium.

Firstly, I already have a default handler of type "Cloud Email Handler" and named "Comments from emails". I assume this comes as default with a cloud instance. But that type of handler is not documented in the admin guide. What's the difference between "Cloud Email Handler" and, for example, "Create a new issue or add a comment to an existing issue"?

Second, I have multiple teams that each want to create issues in their projects via email. I assume I use a "Create a new issue from each email message" handler for this. I also assume I need a mail handler per project. Correct?

How do I differentiate each handler? I'm assuming I need a unique "Catch Email Address" per project? Can this be any user part provided it has my blah.atlassian.net domain in the domain part? Would this potentially conflict with the existing Cloud Email Handler?

Thanks for your time.

[Alex Koxaras -Relational-]

Hi @Darrel Jackson 

Cloud email handler is the defaults Jira email handler, which handles all the "reply to" emails which have a valid issue key on their subject. It doesn't and can't create new issues.

For multiple teams, and in order to create separate issue types to different projects, you are correct. You need multiple email handlers. Keep in mind than one email handler can create only one issue type in a specific project. So if you want to create multiple (X) issue types in e.g. the same project then you need X email handlers.

To differentiate the email handlers, you've got two options:

1. A different email address
2. The same email address, but all email handlers point to different folder within the email address. And then you setup an email automation rule to MOVE the email to the corresponding folder.

[Darrel Jackson]

Much appreciated. So my catch email address could be something like <project key>@<cloud domain>.atlassian.net?

[Alex Koxaras -Relational-]

The "catch email address" is used only if you want to process, only emails having the specified recipient in fields To, Cc or Bcc. Why you want to mess with that?

[Darrel Jackson]

I’m assuming if I want to create tickets in different projects I’ll use different mail handlers with different catch addresses. I’m using the default mail server with cloud so I don’t have access to IMAP folders.

[Alex Koxaras -Relational-]

Yup, that could work then, but I haven't tried it with the e.g. jira@mydomain.atlassian.net. I would use the email address of the users and not of the email server.

[Darrel Jackson]

I'm very confused. I've tried a few combinations and it's not working.

I added a mail handler of type "Create a new issue or add a comment to an existing issue" with no catch email address. This works fine when I send it to jira@mydomain.atlassian.net. But obviously that only supports one project.

I don't understand how to create multiple mail handlers and direct issues to different projects. I tried using a catch address of projectkey@mydomain.atlassian.net but I get a DMARC rejection. I'm assuming I shouldn't turn DMARC off?

Are you suggesting I add a user's email address to the "to" or "cc" address as well as the jira@mydomain.atlassian.net. Then use the user's catch address to direct the emails to projects based on specific users? So if it were my project I'd email jira@mydomain.atlassian.net and cc myself? That would mean I'd need to nominate a user as a team representative for each project and it would mean anyone raising an issue needs to know which user to cc.

[Alan Farkas]

I have the same question regarding this "catch email" functionality. Did you ever gent an answer to this?