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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

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304771 ] New: JAC Bug Workflow v3 [ 3125482 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059119 ] New: JSD Bug Workflow v5 - TEMP [ 2304771 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056518 ] New: JSD Bug Workflow v5 [ 2059119 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956101 ] New: JSD Bug Workflow v5 - TEMP [ 2056518 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615535 ] New: JSD Bug Workflow v5 [ 1956101 ]
            jonah (Inactive) made changes -
            Description Original: As quoted from [this documentation|https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel#Settinguptheemailchannel-Usingmultipleemailaccounts]

            {quote}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.{quote}

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

            h4. Steps to reproduce
            # Install Service Desk add-on (I tested with v 2.0.2)
            # Create new Service Desk
            # Navigate to {{Settings > Email settings}}
            # Turn on email request and enter valid credentials (eg. servicedesk@gmail.com)

            # In your secondary gmail account (eg. servicedesk-backup@gmail.com), configure auto forwarding to servicedesk@gmail.com
            # Send an email to servicedesk-backup@gmail.com

            h4. Expected Results
            # servicedesk-backup@gmail.com will receive the email and automatically forward it to servicedesk@gmail.com
            # servicedesk@gmail.com will receive the email
            # Mail handler will process the email and create the request in Service Desk

            h4. Actual Results
            # servicedesk-backup@gmail.com receives the email and automatically forward it to servicedesk@gmail.com
            # servicedesk@gmail.com receives the email
            # Mail handler doesn't create a new request in Service Desk for this email

            h4. Notes
            # I personally tested this auto forwarding feature
            # I was unable to test aliases, but there are cases where a customer configured aliases and the mail handler ignores the email
            # If you manually forward the email, it will be processed. Problem is with gmail auto forwarding             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-834].
              {panel}

            As quoted from [this documentation|https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel#Settinguptheemailchannel-Usingmultipleemailaccounts]

            {quote}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.{quote}

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

            h4. Steps to reproduce
            # Install Service Desk add-on (I tested with v 2.0.2)
            # Create new Service Desk
            # Navigate to {{Settings > Email settings}}
            # Turn on email request and enter valid credentials (eg. servicedesk@gmail.com)

            # In your secondary gmail account (eg. servicedesk-backup@gmail.com), configure auto forwarding to servicedesk@gmail.com
            # Send an email to servicedesk-backup@gmail.com

            h4. Expected Results
            # servicedesk-backup@gmail.com will receive the email and automatically forward it to servicedesk@gmail.com
            # servicedesk@gmail.com will receive the email
            # Mail handler will process the email and create the request in Service Desk

            h4. Actual Results
            # servicedesk-backup@gmail.com receives the email and automatically forward it to servicedesk@gmail.com
            # servicedesk@gmail.com receives the email
            # Mail handler doesn't create a new request in Service Desk for this email

            h4. Notes
            # I personally tested this auto forwarding feature
            # I was unable to test aliases, but there are cases where a customer configured aliases and the mail handler ignores the email
            # If you manually forward the email, it will be processed. Problem is with gmail auto forwarding
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-834 [ JSDCLOUD-834 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: jsd-inc-mail pm New: affects-cloud affects-server jsd-inc-mail pm
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602832 ] New: JSD Bug Workflow v4 [ 1615535 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398459 ] New: JSD Bug Workflow v2 [ 1602832 ]

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

                Created:
                Updated:
                Resolved: