Mailhandler uses the wrong Issue Type

[Daniel Schillig]

Hello,

I would like to achieve the following in a customer project:

There are 2 different IT systems that send mails to Jira Service Management.

These should each generate an issue with its own issue type:

• Monitoring
• Incident

The mail handler is running, also creates tickets but always uses the wrong issue type, only Incident.
I have configured both issue types in the project, as well as the request types.

Another behaviour:
If I use a completely different issue type for testing purposes (Problem), it is not used, but another one.

Am I missing something? Can anyone help me?
Thank you!

[Jack Brickey · Accepted solution]

Hi @Daniel Schillig ,

so in JSM an email is associated to a single "request type" which is associated to a single "issue type". Any email sent to that address will create an issue with the associated request type and issue type. There is no means of dynamically choosing the RT/IT using email handler. If this is already obvious to you and I am missing your request for help please let me know.

[Daniel Schillig]

Many thanks for the answer! Understood!

It is indeed a bit misleading, as I can select different issue types when configuring the mail handlers, without any indication that the project itself only accepts one RT.

[Walter Buggenhout · Accepted solution]

Hi @Daniel Schillig,

When you receive requests by email, you can choose which request type to use for this, but unfortunately there is only one request type possible at creation. See this support article to learn how and where to configure this.

Since you probably know where the email is coming from, you might be able to use an automation rule to update the request type after the issue was created, based on the reporter. Use the edit request type action to perform the update. Make sure that both request types (monitoring and incident) are linked to the same issue type to avoid unnecessary complications.

Hope this helps! 

[Daniel Schillig]

It is indeed a bit misleading, as I can select different issue types when configuring the mail handlers, without any indication that the project itself only accepts one RT.

I will handle this with an automation rule to handle this.

Many thanks!