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  1. Jira Service Management Data Center
  2. JSDSERVER-834

Alias email and auto forwarding does not create new request in Service Desk

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

      As quoted from this documentation

      You can only link one email account with JIRA Service Desk. If you use more than one email address to interact with your customers and want to integrate them with JIRA Service Desk, you might be able to achieve this by setting up forwarding rules or aliases.

      However Gmail's auto forward and aliases doesn't work. These mails are ignored and request are not created

      Steps to reproduce

      1. Install Service Desk add-on (I tested with v 2.0.2)
      2. Create new Service Desk
      3. Navigate to Settings > Email settings
      4. Turn on email request and enter valid credentials (eg. servicedesk@gmail.com)
      1. In your secondary gmail account (eg. servicedesk-backup@gmail.com), configure auto forwarding to servicedesk@gmail.com
      2. Send an email to servicedesk-backup@gmail.com

      Expected Results

      1. servicedesk-backup@gmail.com will receive the email and automatically forward it to servicedesk@gmail.com
      2. servicedesk@gmail.com will receive the email
      3. Mail handler will process the email and create the request in Service Desk

      Actual Results

      1. servicedesk-backup@gmail.com receives the email and automatically forward it to servicedesk@gmail.com
      2. servicedesk@gmail.com receives the email
      3. Mail handler doesn't create a new request in Service Desk for this email

      Notes

      1. I personally tested this auto forwarding feature
      2. I was unable to test aliases, but there are cases where a customer configured aliases and the mail handler ignores the email
      3. If you manually forward the email, it will be processed. Problem is with gmail auto forwarding

            [JSDSERVER-834] Alias email and auto forwarding does not create new request in Service Desk

            No work has yet been logged on this issue.

              pdoan Phuong Doan (Inactive)
              ywoo Yit Wei
              Affected customers:
              11 This affects my team
              Watchers:
              28 Start watching this issue

                Created:
                Updated:
                Resolved: