Set up JSM mail handler to allow comments on existing issues but prevent creating new ones

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

 

Summary

Sometimes, the Project admins want their customers to use only the customer portal to raise new requests, but they also want them to be able to add comments using emails.

Configure the Request types

You can try the following workaround in the meantime, however, we can't guarantee that this will continue to work as we might change the way it works in the future: 

  1. Go to your ProjectProject SettingsRequest Types and click the Create request type button.

  2. Provide a Name and description, select an icon, and select Emailed request for Use workflow and fields from this issue type.

  3. Do not select a portal group and click the Create button.

  4. On the new request form, make sure to add the Description field; otherwise, JSM won't be able to add the comments from the email.

  5. Click the cog icon in the upper right corner of Jira, click Issues, and then click Field Configuration in the side menu.

  6. Locate the current field configuration for your project and click the Copy link in the Actions column.

  7. Click the cog icon in the upper right corner of Jira, click Issues, and then click Field Configuration Schemes.

  8. Locate your Field Configuration Scheme for the project and click the Configure link in the Actions column.

  9. Click Associate an issue type with a field configuration and select Emailed request for the issue type and the copy of your Field Configuration created in step 4 in the Field Configuration drop-down.

  10. Select your project and go to Project SettingsFields.

  11. Click the pencil icon to the right of the Field Configuration copy that is associated with the Emailed request issue type.

  12. Excluding the fields Reporter, Attachment, Summary, and Description, locate any field in the list that has the screens associated with this project and mark it as required.

At this point, you should be able to send a new email to JSM, but it will fail to process it. You can then send a follow-up email, including the issue ID in the subject. The email body will be included as a comment in the referenced issue.

Feature requests

At this time, the JSM mail handler does both actions: process an email as a comment or raise a new request based on whether the email is a reference to an existing issue or a new email. There's no way to disable one but leave the other one on. 
We have a few features open looking at the possibility of providing this functionality in the future:

Last modified on Feb 6, 2025

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