create different type of tickets using incoming mail

[Maro Hamamjyan]

Hello, 

Is it possible to create different types of tickets using incoming mail configuration? It would be great that depending on a mail subject it was possible to create different issue type tickets from outlook.

Thanks in advance

[Alexey Matveev]

Hello,

You can not do it out of the box. You would need a plugin for it. For example, you could use JETI or JEMH add-ons.

Also you could use the Power Scripts add-on. If you want to use the Power Scripts add-on, you could create your own mail handler with any logic you want.

You can find more info here:

https://confluence.cprime.io/display/JJUPIN/Mail+Handler

JETI and JEMH are application for handling incoming emails. You do not need to code there. Everything can be done by settings.

Power Scripts lets you change Jira in many ways (add your own post functions, email handlers, listeners and so on), but you need to write your own code, thought the SIL language is a simple language.

[Petter Gonçalves]

Hello Maro, 

In addition to what @Alexey Matveev said, JIRA Service Desk application does have the option to configure multiple e-mail handlers, each one with a different issue type (Request type).

If by any chance you use JIRA SD or are planning to install it anytime sooner, you can check the documentation below to know how you can configure your e-mail handlers to achieve your goal:

- Receiving Requests by E-mail

Let us know if this information helps.

[Maro Hamamjyan]

Hello Petterson,

Thanks for your reply. Will that mean that customers should know to which email address they should send the email for the exact issue type?

[Petter Gonçalves]

Hello Maro,

Hope you had a great week.

Exactly. If you don't want them to send e-mails for some specific request types, you can simply hide the e-mail address from them.

Were you expecting something different?

Let us know this information so we can check if we have any other functionalities that could help you. :)

[Maro Hamamjyan]

Hello Petterson,

Thanks for your reply.

Well I was hoping there can be something different :) I would not like to make users to remember different email addresses, it would be great if they used only one email address and depended on subject particular request could be opened. it would be even better if this could be possible to implement without any additional add-on.. Anyways, I  understand that this is not reachable.