From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Managing email requests

Managing email requests - Jira Tutorial

From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Managing email requests

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- In JSM, it's easy to accept requests submitted by email. Simply create a custom email address and then connect it to a service project. Messages sent to that special address are automatically turned into support requests. You can choose whether to accept email requests from known customer accounts or from anyone on the web. Here's a quick overview of how messages sent to JSM are handled. There are three stages. First, an email puller checks the mailbox for unread messages. This check happens every 60 seconds. If new messages are found, they're copied to the database. Messages with attachments larger than 25 megabytes are skipped. Next, an email processor checks for auto-replies, known spam, and blocked senders. Then, new requests are created. Finally, a database cleaner purges messages already processed and messages older than 45 days. The duration is configurable on the Global Mail Settings page. You can temporarily make it longer or shorter for troubleshooting purposes. There are…

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