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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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- Closed
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- Gathering Interest
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- Future Consideration
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| Form Name | |||||||||||
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[JSDSERVER-1371] As an Admin I'd like to Connect an Email Alias to a Service Desk Project
Xiruo Liu
added a comment - Our organization created a gmail email alias because of acquisition. New email is not recognized by JIRA and created duplicate users. We need JIRA to recognize both our previous organization email and new email format.
Xiruo Liu
added a comment - Our organization created a gmail email alias because of acquisition. New email is not recognized by JIRA and created duplicate users. We need JIRA to recognize both our previous organization email and new email format. 
Jean-Michel Cazaux
added a comment - I experienced more or less the same behaviour (with regular mail aliases, not Gmail + aliases).
It seems the "Email address" field in the "Set up email channel" form is ignored (as long it exists).
It would be great if it was used to filter emails in the mailbox based on the "to" field.
Jean-Michel Cazaux
added a comment - I experienced more or less the same behaviour (with regular mail aliases, not Gmail + aliases).
It seems the "Email address" field in the "Set up email channel" form is ignored (as long it exists).
It would be great if it was used to filter emails in the mailbox based on the "to" field. 
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.