We really need to be able to use a catch email address, or look for things in specific folders in the mailbox. Like the Mail Handlers for Jira Software.

It would also just be a great improvement if we could set values in fields when a request is created by the JSM mailbox.

Specifically for us, we get various reports of various types by various external parties.
If we could add multiple mailboxes to our JSM projects and then also set the value of a field when the issue is created, we could automatically delegate the ticket to the correct team, rather than having overly complex automation that has to rely on text in the mail subject or body, which are two very unreliable text fields that may change without notice.

I don't understand the rationale for not implementing this in Jira Service Management...

This is existing functionality that's in Jira Software that would just need to be replicated, why are we removing good functionality from the products?

Wondering why mail handlers in Jira Service Management act in a different way than in Jira Software, where you can define different folders in mailbox address, so then you can pull and create tickets for the issue type of your choice 

Hello team;

It would be interesting to have this option.

Greetings.

Hi All,

Thanks for your patience. We appreciate the merit of this issue, but don't intend to work on it in the foreseeable future. We'll review it again within a year to see if our decision has changed.

Thanks,

Jason and the Jira Service Management Team

Inability to read subfolder by IMAP handler in Service Desk became a critical point for our client due to internal policies and established workflow with "auto-sorting" of incoming emails. For us, as Atlassian partner it was a lost business with pretty big account just for this only reason.

Please provide an ETA for this fix.

I can see in version 3.3.0 at least, the option to chose the folder inside the inbox is there, but is not functioning correctly.

When the mail handler is created, and a test executed, it apparently works.

After it is saved, it starts creating tickets for all e-mails in the inbox folder plus the Inbox/subfolder and deletes emails only from subfolder.

If it only wouldn't create issues for the Inbox folder, but just for Inbox/Subfolder.

We are in a similar situation. We have a single email address we want all customers to use, however we also give certain corporate customers a custom portal each.

We don't want to have to use a different email address for each customer but using the JIRA mail handler has two significant disadvantages:

• We would have to make sure every portal customer is in another group that gives them Comment and Create permissions otherwise the JMH will fail to update an issue due to lack of permissions (and JSD does not like it if we grant the Service Desk customers roles explicit permissions which would be another alternative).
• Comments are made as Internal comments not public so the customer cannot see their own emailed response unless an agent changes the comment to public (not able to automate this process via JSD automation either sadly).

Totally agree. Long term you would to be able to add multiple email handler for the same project with each scanning a different source (email account + imap folder) creating different ticket types.
Then you could run targeted campaigns creating the proper type of ticket. Like "Members, please send all landscape issues to landscape@ourdomain.com and all gate code issues.requests to gate@ourdomain.com. If you plan on attending the cookout let us know at cookout@ourdoman.com".
We are considering configuring the security cameras to send notifications by email which would ensure a Service Desk ticket is created and the attached image is reviewed.

Starting with one imap folder would be a huge step forward. But long term think bigger than one email account and one imap folder per project.