Identifying which JSM mail handler created a request

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Problem

Some customers use both the project default JSM mail handler and a custom email account and want to identify if the message was created by one or the other.

Solution

An automation rule can be created using the smart value {{issue.properties."request.channel.email.source".value}}, which returns the mail handler that processed the request.

With this, you can, for example, check the tickets created and make changes to them based on the mail handler that created the ticket:

Another option is to add the value returned as the value of a custom field in your request, and make it available in filters/dashboards:

In the above example, a Select list custom field was created with the name "Mail handler”. In this case, the email addresses of the handlers must be added as field options for the smart value to work correctly.


This smart value doesn't work for System incoming mail or to return aliases. For options with aliases, please check Using custom mail handler aliases to route incoming requests.

Last modified on Apr 18, 2023

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