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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

            Marina Deletic added a comment -

            This is still happening. 

             

            Marina Deletic added a comment - This is still happening.   

            Taylor Carter added a comment -

            This is still happening. 

            Taylor Carter added a comment - This is still happening. 

            max.maurin added a comment -

            This is still happening 

            max.maurin added a comment - This is still happening 

            Igors added a comment - - edited

            I tested with redirection, but ticket is not created.

            Is this still not working? Resolution is fixed ???

            Igors added a comment - - edited I tested with redirection, but ticket is not created. Is this still not working? Resolution is fixed ???

            Alicia added a comment -

            I tried also not working why Jira cannot auto forwarding the Gmail!!!

            Alicia added a comment - I tried also not working why Jira cannot auto forwarding the Gmail!!!

            Eduardo Pujol added a comment -

            Tested redirect and still this problem persists.

            Eduardo Pujol added a comment - Tested redirect and still this problem persists.

            slpoulin@umass.edu added a comment -

            This is also a problem for my and my group. When auto forwarding or redirecting, no new tickets are created. If we manually do it though, it will create the ticket. However, we need redirect through exchange to work so that we can have multiple departments with current email addresses point towards the single JIRA service desk mailbox we created. 

            slpoulin@umass.edu added a comment - This is also a problem for my and my group. When auto forwarding or redirecting, no new tickets are created. If we manually do it though, it will create the ticket. However, we need redirect through exchange to work so that we can have multiple departments with current email addresses point towards the single JIRA service desk mailbox we created. 

            JC Tenney added a comment -

            This is a real shame that this doesn't work. Makes the use of Service Desk extremely limited with its email integration.

            JC Tenney added a comment - This is a real shame that this doesn't work. Makes the use of Service Desk extremely limited with its email integration.

            Mark Matheson added a comment -

            It's now eleven months since I posted my last comment and it is very disappointing to see that this issue remains unattended and no feedback from Atlassian.

            Can someone please advise when this is going to be addressed?

            Mark Matheson added a comment - It's now eleven months since I posted my last comment and it is very disappointing to see that this issue remains unattended and no feedback from Atlassian. Can someone please advise when this is going to be addressed?

            Dirk Lachowski added a comment -

            Same here, still not working in JSD 2.5.0.

            Dirk Lachowski added a comment - Same here, still not working in JSD 2.5.0.

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

                Created:
                Updated:
                Resolved: