Jira Service Desk notifications in-depth
This Knowledge Base serves as an additional detailed explanation on how Jira Service Desk incoming mail and outgoing mail(notification) works. This structure only applies to Jira Service Desk v2.5.x - v3.x.
Few key information need to be understood by Jira Service Desk users:
Incoming Mail
- Jira Service Desk uses different incoming mail handler from the conventional Jira mail handler
- Jira Service Desk incoming mail handler (used by Jira Service Desk customer)
- Jira conventional incoming mail handler (used by Jira Core/Software/Service Desk Agent)
- Jira Service Desk Customer and Jira Service Desk Agent has separate configuration setup. Jira Service Desk Agent is to be treated as Jira's internal user(similar config as Jira Core and Jira Software users), while Jira Service Desk Customer is handled solely on Jira Service Desk.
Notification Mail
- Jira Service Desk Customer and Jira Core/Software/Service Desk Agent uses the same outgoing mail (notification) handler, however, different notification configuration
- Jira Service Management Customer uses a default Jira SD notification configuration as below(3).
- Jira Core/Software/Service Desk Agent uses the notification scheme which you configured on the project side
- You can differentiate the origin sender of the notification by looking at the format of the mail received:
- This is a notification coming from Jira Service Management
- This is a notification coming from Jira
- This is a notification coming from Jira Service Management
- Jira Service Management Customer will only receive notification on below condition:
- Jira Service Desk notification to customers cannot be modified. It is not configured in the configuration for Jira's notification. Modifying these configurations will only change Jira Service Desk Agent's notification config.
- You can only configure this setup for your Jira Service Desk customers : Configuring Service Desk notification
- A feature request regarding the capability to modify this notification, exist :
-
JSD-218Getting issue details...
STATUS
Below is a use-case flow on how the incoming and outgoing notification works in Jira Service Management
Jira Service Management Incoming Mailbox : JSDMail@mail.com - This is configured at the email request configuration for Service Desk Jira's Mailbox : JiraMail@mail.com
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