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  1. Jira Service Management Data Center
  2. JSDSERVER-2311

Ignore certain mails from processing based on email subject

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • Email - Incoming
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      Summary

      At the moment, every email which is received by the email account associated to the SD mail handler will be created as a request if possible.

      Some organizations have a phone number to be contacted by and when a call is missed, an email will be sent. This email will always be of the same Subject. If the email is sent to the SD mail, it will create a request which doesn't contain any information.

      Suggestion

      Allow admins to configure a string in SD for email subjects to be ignored.

      The Mail handler will compare this string to the subject of all mails and if it matches, the email will be ignored.

            [JSDSERVER-2311] Ignore certain mails from processing based on email subject

            Stephan Stahl added a comment -

            @ywoo filtering by mail subject (best case: via RegEx) or even more mail fields (e.g. sender, recipient, body, etc) would really be helpful, however I think a valid workaround for this could be using a filter directly on mailserver (e.g. exchange) level. If the mail is not supposed to hit the inbox JSM is listening to, and the criteria is predictable (e.g. from address and subject - see ticket description), then it's easy to create a filter for the given scenario even before the mail hits JSM.

            I know this ticket is rather old, but I would like to add more requirements to it:

            • As Admin, I want to be able to create (more than one!) filter rules for incoming mails in my incoming mailhandler (of each JSM project)
              • parameters tbd, see above
            • As Admin, I want to be able to see a list of filtered mails that were ignored by the above filter rules (when and why)
            • (in addition to the above requirement, but unrelated to this request As Admin, I want to be informed about mails that could not be processed by the incoming mailhandler

            I'm not affiliated with meta-inf, but JETI https://marketplace.atlassian.com/apps/4977/email-this-issue?tab=overview already fulfills these requirements. But I still find it a bit disturbing that I have to install an app to make a rather mandatory functionality work at all.

            Stephan Stahl added a comment - @ywoo filtering by mail subject (best case: via RegEx) or even more mail fields (e.g. sender, recipient, body, etc) would really be helpful, however I think a valid workaround for this could be using a filter directly on mailserver (e.g. exchange) level. If the mail is not supposed to hit the inbox JSM is listening to, and the criteria is predictable (e.g. from address and subject - see ticket description), then it's easy to create a filter for the given scenario even before the mail hits JSM. I know this ticket is rather old, but I would like to add more requirements to it: As Admin, I want to be able to create (more than one!) filter rules for incoming mails in my incoming mailhandler (of each JSM project) parameters tbd, see above As Admin, I want to be able to see a list of filtered mails that were ignored by the above filter rules (when and why) (in addition to the above requirement, but unrelated to this request As Admin, I want to be informed about mails that could not be processed by the incoming mailhandler I'm not affiliated with meta-inf, but JETI https://marketplace.atlassian.com/apps/4977/email-this-issue?tab=overview already fulfills these requirements. But I still find it a bit disturbing that I have to install an app to make a rather mandatory functionality work at all.

              Unassigned Unassigned
              ywoo Yit Wei
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                Created:
                Updated: