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Suggestion
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Resolution: Unresolved
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None
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1
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17
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Currently Service Desks pick up all messages in the mailbox they're connected to, regardless of the aliases configured for it.
Example:
I set up a general SD with support@company.com.
Next I created a specific SD for a project and added support+project@company.com (gmail default aliasing).
Testing emails seemed to work nicely.
Then I added a third SD added support+project2@company.com and started sending a little more messages to the different aliases + general email address.
There it got ugly: messages seemed to random be queued in the first available queue ending up spreaded over the desks, regardless the setup aliases.
Request: it would be nice if a single Service Desk would specifically target emails sent to a specific alias, when multiple Service Desks are connected to the same mailbox. That way 1 email account would suffice for multiple desks and making admins a whole lot happier and SD a lot easier to use.
Workaround: configure a separate mailbox for each Service Desk, and have the main mailbox forward emails to them based on the aliases.
- is related to
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JSDSERVER-4261 Allow multiple Service Desks with distinct customer lists to use the same Email Address
- Closed
- relates to
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JSDSERVER-1169 Single email for multiple Service Desk and create request based on customer email
- Gathering Interest
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JSDCLOUD-1371 As an Admin I'd like to Connect an Email Alias to a Service Desk Project
- Future Consideration
- links to
Form Name |
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I am really interested to get this fixed. We choose Jira Service Desk (Management) as the best solution for our multi customer support with one face to the customer. So the mail address should also be the same in every contract, mail signature, etc. but that is not possible due to the 1:1 allocation of mailboxes to service desk projects. The Jira Mail Handler does have the functionality to import mails based on mailbox structure like subfolders for each project. Why does the project mail handler not have this feature? It is not suitable to maintain 30 Mailboxes just for importing mails.