Hello everyone,
I am currently working on a Jira automation that has the following issue which I can’t resolve. I have set up a mail handler that retrieves emails from a cloud email account, which works, but only until a second different email (extern) responds to the ticket (with the ticket number in the subject for assignment, to then insert it directly into the ticket). This email remains in the inbox and is not added to the ticket.
The background is that in the first step, I send an email to the supplier to obtain certain costs, and with this response, I send an email to the customer’s email to get confirmation that the item can be ordered. This feedback (despite the identical ticket number in the subject) is not picked up by the mail handler at all.
I have already tried various settings in the mail handler, but without success. We have everything cloud-based, i.e., Office and Jira. I can rule out that the customer’s email address is causing the problem, as I have implemented it in another Jira project and the email (my private one) works perfectly in the tests, but there it is always communicated with only one email address.
Here is the mail handler.
issuetype=10330,catchemail=kundenservicetest@xxx.de,ccwatcher=true,stripquotes=false,project=ERT,reporteruserkey=cmueller,bulk=forward,ccassignee=true
Unfortunately, I am just starting with Jira automation in terms of knowledge, so a simple tip that I can understand would be very helpful.
Thanks Christian
Update:
I have now tried to implement a second approach, which also does not work. The emails are now moved to different subfolders in a mail account via alias email addresses. All aliases end up at the fixed email address, but the customer emails go to subfolder A (example) and the supplier emails to subfolder B (example), whereas previously all were in B. However, the mail handler does not pick up the emails from folder A with an additional mail handler and assign them to tickets, which should work via the [Ticket] logic. What is possible, however, is if I send the customer email to an internal email address in our house and then forward it to the alias email address, then Jira can process it via the mail handler.
I hope this can help
Christian