Emailed request - attach original email to the ticket

[Csaba Vertessy]

Hello folks,

Looking for some help or advise: tried to find a similar question here, but didn't find one.

Is there a way to attach the original email to "Emailed request" in Jira Service management upon creation?

[Bruna Silva · Accepted solution]

Hello @Csaba Vertessy,

Thank you for reaching out to Atlassian Community!

Allow me to share with you how sending requests by email works in Jira Service Management projects:

1. A customer emails a request to your service project’s email address. The request becomes an issue in your service project and is added to a queue.
2. An agent comments on the issue.
3. The customer receives an email notification that contains your agent's comment.
4. The customer replies to the email notification and the reply displays as a comment on the issue in the service project.

You can see more details about it in the following document:

• Receive requests from an email address

It's important to note that, when processing the email, Jira Service Management mail handler captures the email address present in the "From:" header to input it as the Reporter of the request.

In addition, if you are referring to the .eml file that was used to create the ticket, currently, it's not available in the ticket view, but a Project administrator can download it by following the steps found in the following document:

• View the email processing and connectivity logs

If you have any other questions regarding this matter, please let us know.

[Csaba Vertessy]

Thank you for the reply, @Bruna Silva !

I guess this feature is available in one of the 3rd party apps.