Setting up users to be able to email into project

[Joshua Stokes]

Hello everyone,

I am working with some users on a few small updates to their projects...

I need to setup or add in an email address where staff can send emails into a project to create new items.

The project is a Team managed software, software project.

How can I set this up. Example, user emails a newly created Atlassian email, the Subject Line is put into the ‘Summary Field’ and the contents of the email put into ‘Description Field’

I know I can do this easily with a service management project but does not seem that way with a Software Project.

Any support would be great.

Thank you!

[Trudy Claspill]

Hello @Joshua Stokes 

Refer to this documentation:

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

[Joshua Stokes]

Thanks @Trudy Claspill 

We already have an incoming mail server setup.

I assume then I need to setup something under Mail Handlers - 

When I had a look at this, I couldn't see a way for it to only be a specific Software Project.

Do I need to create another incoming mail server, and then a new mail handler? Have you set something similar up before?

Configure a mail handler
Choose > System.

Select Mail > Incoming Mail. 

Click Add incoming mail handler (or click Edit next to an existing mail handler).

Enter a name that describes what your mail handler will do (e.g. "Create work items or comments from Company A's IMAP mail server")

Select the default server, or choose a server if additional ones have been configured.  

For an IMAP mail server, if you want the mail handler to scan for new messages from a folder other than the inbox in your mail account, specify the name of that folder here.

Specify the delay in minutes between the mail handler's running time, or the frequency with which the mail server is scanned.

Choose the type of mail handler (more info on the default mail handlers below).

Click Next to fill in options specific to the selected mail handler. 

Click Add to save your mail handler.

[Trudy Claspill]

Hello @Joshua Stokes 

The Mail Server is how you establish the connection to the email account.

You then need to set up a Mail Handler to use that connection to actually get emails from the account.

Within the Mail Handler configuration you can specify the destination project and issue type for the issues you want to create.

[Joshua Stokes]

Thanks @Trudy Claspill 

We currently have 'Default Cloud Mail Server' under Incoming Mail Server.

Then under Mail Handlers I have 'Comments from emails' and a recently created 'Jira Project Email' this one is setup to be assigned to a particular project and work type and then I have added in a random email for the 'Catch Email Address' section.

This still does not create anything under this project. Are there any limitations to this?

Or do I need to add in a whole new Incoming Mail Server?

Thanks for your help and guidance on this, bit stuck with this one.

[Trudy Claspill]

Thank you for the additional information. 

With the default configuration of Mail Server and Mail Handler anything sent to that email address Jira will attempt to process as a comment for an existing issue.

If you want to also process the emails to create new issues when a pre-existing issue is not identified (by its key in the email subject), then you need to create a new mail handler selecting "Create a new issue or add a comment to an existing issue" as the Mail Handler Type

In the next dialog specify the project in which to create the new issues (when the email is not going to be added to a pre-existing issue as a comment), and the issue type to be created.

When creating issues in a Software or Business project, only emails sent by licensed Jira users who have the Create Issue permission in the destination project will result in creation of issues. If you want to create issues from unlicensed individuals or individuals that don't have the Create Issue permission, you need to fill in the Default Reporter field also.

You are not required to fill in anything in the Catch Email Address field. If you put something in that field, any email that does not include that address in the To, CC, or BCC will be ignored. That likely explains why no issue was created from your test email.

Do you need to be able to create issues from emails for more than one project?