Issues with mail Import and reply mailadres

[Dave Duijvekam]

Hi all,

I got following setup:

In JIra > System > Incoming mail I added account for the Incoming mail server.

A Mail Handler has been setup to collect mails:

The Import from the subfolder works fine, but the issue is that  al mails that hhave been imported get the Customer name of the mailbox where it is Imported from instead of the actual sender

When changing the default email account into the name of the mailbox we use for Import then the users name will be put in as Reporter but also it will not import the mail from the subfolder as mentioned above but will go directly to the Inbox where a ot of other stuff is coming in

Is there a solution to this or do I look at it the wrong way ??

Regards,

Dave

[Patricia Francezi]

Hi @Dave Duijvekam 

I assume you are using Jira Service Management to create your requests based on the customer email sent. 

That being said, Jira Service Manager will work only with its built in Mail Handler, wich you configure in the project itself. 

This is the kb to follow https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html

As you can see here https://confluence.atlassian.com/jirakb/differences-between-jira-core-mail-handler-and-jsm-mail-handler-1188419055.html 

You can configure the Jira Core mail handler in ⚙ > System > Incoming Mail. This handler is strictly reserved for Jira users with application access (users with a license), and it should not be used with Service Management customers