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  1. Jira Service Management Data Center
  2. JSDSERVER-798

Add the ability to configure multiple email handlers for a single Service Desk project

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian Update – 18 February 2022

      Hi everyone,

      Thank you for your interest in this issue, and to those customers who tried out the beta version of this feature and shared their feedback!

      We have now shipped multiple email channel support for Jira Service Management Data Center 4.22.

      You can now configure as many dedicated email channels as you need for better communication with customers. Their emails will turn into requests or comments, personalising and speeding up the process.

      Learn more about email channels.

      Kind regards,

      Charlie

      Jira Service Management, Data Center & Server

      Problem: A single Service Desk may have many Request Types yet only one email account can be associated with one Request Types meaning users have to use the GUI to create a Service Desk Request.

      Suggestion(s): Allow multiple email address to be associated with a single Service Desk, multiple Request Types to be associated with a single email address, or holistically associate the Service Desk with one email.

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            [JSDSERVER-798] Add the ability to configure multiple email handlers for a single Service Desk project

            espen.willumsen added a comment -

            When can we expect this functionality for JSM Cloud?

            espen.willumsen added a comment - When can we expect this functionality for JSM Cloud?

            Carlos Viscarra added a comment -

            Hello, does this multiple emails option work for JSM Cloud?

            Carlos Viscarra added a comment - Hello, does this multiple emails option work for JSM Cloud?

            Craig Shannon added a comment -
            Atlassian Update – 7th March 2022

            Hi de9b3d9d787b,

            Sorry for the confusion here, my screenshot may not have helped as in my example I used a '.com' domain. The 'Mail server' in the screenshot above is a text box where you can provide any server and this is what will be used for the connection, so you can provide in there 'outlook.office365.us' as the mail server to connect to.

            I have found your original support ticket on this issue and I have re-opened it, we will reach out to you with more information and you can respond to this ticket if you encounter issue during configuration.

            We have also resolved JSDSERVER-6998 to avoid future confusion.

            Thanks,
            Craig.
            Jira Service Management, Data Center & Server

            Craig Shannon added a comment - Atlassian Update – 7th March 2022 Hi de9b3d9d787b , Sorry for the confusion here, my screenshot may not have helped as in my example I used a '.com' domain. The 'Mail server' in the screenshot above is a text box where you can provide any server and this is what will be used for the connection, so you can provide in there 'outlook.office365.us' as the mail server to connect to. I have found your original support ticket on this issue and I have re-opened it, we will reach out to you with more information and you can respond to this ticket if you encounter issue during configuration. We have also resolved JSDSERVER-6998 to avoid future confusion. Thanks, Craig. Jira Service Management, Data Center & Server

            Sheral Hewes added a comment -

            Craig, I am being specific when I say Atlassian Support stated it will not work for OAuth2.0 to go to Microsoft endpoint "outlook.office365.us" this is used for all government agencies.  They cannot use outlook.office365.com

            Sheral Hewes added a comment - Craig, I am being specific when I say Atlassian Support stated it will not work for OAuth2.0 to go to Microsoft endpoint "outlook.office365 . us " this is used for all government agencies.  They cannot use outlook.office365 . com

            Craig Shannon added a comment - - edited
            Atlassian Update – 24 February 2022

            Hi de9b3d9d787b ,

            Thanks for your message.

            The newly designed interface now supports OAuth 2.0 authentication for ‘Other’ mail providers. This means that you can now provide your own mail server address, port and username to support OAuth 2.0 mail connections beyond those that you were previously limited to (imap.gmail.com, pop.gmail.com and outlook.office365.com). 

            Have you tried to setup your configuration using the ‘Other’ service provider option for your government outlook host?

            You will first need to setup the OAuth 2.0 client configuration which would then appear in the ‘Authentication’ drop down for you to select on the ‘Other’ service provider screen. This document should help with setting up the client configuration in Jira.

            See the screenshot below for an example configuration in JSM:

            I hope this helps. Please don’t hesitate to reply or re-open your support request for further assistance. 

            Thanks,

            Craig.
            Jira Service Management, Data Center & Server

            Craig Shannon added a comment - - edited Atlassian Update – 24 February 2022 Hi de9b3d9d787b , Thanks for your message. The newly designed interface now supports OAuth 2.0 authentication for ‘Other’ mail providers. This means that you can now provide your own mail server address, port and username to support OAuth 2.0 mail connections beyond those that you were previously limited to ( imap.gmail.com ,  pop.gmail.com  and  outlook.office365.com ).  Have you tried to setup your configuration using the ‘Other’ service provider option for your government outlook host? You will first need to setup the OAuth 2.0 client configuration which would then appear in the ‘Authentication’ drop down for you to select on the ‘Other’ service provider screen. This document should help with setting up the client configuration in Jira. See the screenshot below for an example configuration in JSM: I hope this helps. Please don’t hesitate to reply or re-open your support request for further assistance.  Thanks, Craig. Jira Service Management, Data Center & Server

            Sheral Hewes added a comment - - edited

            I received notification from Atlassian Support that the version 4.22 does not have the OAuth2.0 fully implemented to include the ability to reach Outlook.office0365.us for government agencies.  Current versions of JSM email have not worked for government agencies.

            Sheral Hewes added a comment - - edited I received notification from Atlassian Support that the version 4.22 does not have the OAuth2.0 fully implemented to include the ability to reach Outlook.office0365.us for government agencies.  Current versions of JSM email have not worked for government agencies.

            Charlie Marriott added a comment -
            Atlassian Update – 18 February 2022

            Hi everyone,

            Thank you for your interest in this issue, and to those customers who tried out the beta version of this feature and shared their feedback!

            We have now shipped multiple email channel support for Jira Service Management Data Center 4.22.

            You can now configure as many dedicated email channels as you need for better communication with customers. Their emails will turn into requests or comments, personalising and speeding up the process.

            Learn more about email channels.

            Kind regards,

            Charlie

            Jira Service Management, Data Center & Server

            Charlie Marriott added a comment - Atlassian Update – 18 February 2022 Hi everyone, Thank you for your interest in this issue, and to those customers who tried out the beta version of this feature and shared their feedback! We have now shipped multiple email channel support for Jira Service Management Data Center 4.22 . You can now configure as many dedicated email channels as you need for better communication with customers. Their emails will turn into requests or comments, personalising and speeding up the process. Learn more about email channels . Kind regards, Charlie Jira Service Management, Data Center & Server

            Sheral Hewes added a comment -

            Will the version 4.22 have the OAuth2.0 implemented fully including the ability to reach Outlook0365.us for government agencies.  Current versions of JSM email have not worked for government agencies.

            Sheral Hewes added a comment - Will the version 4.22 have the OAuth2.0 implemented fully including the ability to reach Outlook0365.us for government agencies.  Current versions of JSM email have not worked for government agencies.

            Charlie Marriott added a comment -
            Atlassian Update – 2 July 2021

            Hi everyone,

            Thank you for your interest in this issue.

            We are excited to let you know that the JSM Data Center 4.18 release includes a beta version of upcoming multiple email channel support for JSM.

            We have been working on increasing the number of email channels you can configure in Jira Service Management so your customers can send emails to different addresses and get them turned into requests or comments. This will let you use different channels for different request types, or just have more personalised email addresses for your customers.

            Please refer to this document for details on how to enable and setup this feature. We would also love your feedback, which you can share via this survey.

            We look forward to hearing how you go with the beta version of multiple email channel support for JSM!

            Kind regards,

            Charlie Marriott

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 2 July 2021 Hi everyone, Thank you for your interest in this issue. We are excited to let you know that the JSM Data Center 4.18 release includes a beta version of upcoming multiple email channel support for JSM. We have been working on increasing the number of email channels you can configure in Jira Service Management so your customers can send emails to different addresses and get them turned into requests or comments. This will let you use different channels for different request types, or just have more personalised email addresses for your customers. Please refer to this document for details on how to enable and setup this feature. We would also love your feedback, which you can share via this survey . We look forward to hearing how you go with the beta version of multiple email channel support for JSM! Kind regards, Charlie Marriott Jira Service Management, Server & Data Center

            Joseph Cohen added a comment -

            we are available for beta testing

            Joseph Cohen added a comment - we are available for beta testing

              cmarriott Charlie Marriott
              jgiles@atlassian.com James Giles IV (Inactive)
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