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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

            eb made changes -
            Comment [ his is eactly feature we need on cloud instance to be able to manage ESM project.

            we have only one ESM project (internal one) and need ad an incoming (aliased email) to receive external "job application". like [job@company.com|mailto:job@company.com]

            then we need another email to contact board member like  : [direction@company.com.|mailto:direction@company.com.]

            how can we workaround this and can this be released on Jira cloud?

             

            what you thinkg Craig Shannon ?
            h4.   ]
            eb made changes -
            Comment [ this is eactly feature we need on cloud instance to be able to manage ESM project.

            we have only one ESM project (internal one) and need ad an incoming (aliased email) to receive external "job application". like [job@company.com|mailto:job@company.com]

            then we need another email to contact board member like  : [direction@company.com.|mailto:direction@company.com.]

            how can we workaround this and can this be released on Jira cloud? ]
            Rodrigo Martinez made changes -
            Remote Link Original: This issue links to "JSDS-7001 (Bulldog)" [ 500567 ] New: This issue links to "JSMDC-7001 (JIRA Server (Bulldog))" [ 500567 ]
            ajaiswal made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 732986 ]

            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?
            Charlie Marriott made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 525052 ]
            ajaiswal made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 712039 ]

            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
            Alex Cooksey made changes -
            Link New: This issue resolves JSDSERVER-6998 [ JSDSERVER-6998 ]

              cmarriott Charlie Marriott
              jgiles@atlassian.com James Giles IV (Inactive)
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                Created:
                Updated:
                Resolved: