Can we disallow email responses?
Asked by Tim Bonney:

Is it possible to disallow email responses to 'email request' issue types?

It looks as though, on an email request type, if someone replies to the email, it generates a subsequent, duplicate request to the original, but including the new email content. We would prefer to restrict the users from being able to reply to these email notifications in order to prevent these duplicate entries.

Is this possible and if so, could anyone direct me to where I can configure this within the project build?

Thank you.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Tim Bonney](/t5/user/viewprofilepage/user-id/5149065)

you can only disable Email communication and therefore issue creation through email in its entirety.

OR you could change one setting so answers to requests will be processed **as comment.**

Go to Jira settings \> Products \> Jira Service Management \> Configuration \> Email

"Yes, allow all emails that contain a valid issue key to be added as a comment to the issue"

comments: author: Tim Bonney
body: Thank you for this information Rebekka.

May I please ask another question of you?

I am a little confused because when I go into Jira System Settings and Navigate to Settings \> Mail \> Incoming Mail, there are no mail handlers defined/configured. (see attached screenshot)

![Jira_System_MailHandlerSettings.png](https://community.atlassian.com/t5/image/serverpage/image-id/340293iF0EB839FCA47F9B6/image-size/large?v=v2&px=999 "Jira_System_MailHandlerSettings.png")Doesn't this need to be set in order for any individual project to be able to process email responses at all?

Thanks in advance.


author: Rebekka Heilmann _viadee_
body: The "Incoming Mail" settings only apply to Jira (Software) projects. JSM projects have their own Email handler and all settings are under the JSM specific settings (Global/project). Hence you can ignore the missing handler.

I know - you wouldn't be able to tell by looking at the Administration pages...


author: Tim Bonney
body: So, are you saying is that there is no way for us to prevent (JSM) customers from being able to send an email to generate new Issues, or reply to a customer notification emails sent from their existing Issues?

The reason I am asking is because we have one customer who is doing this and the issue is very cluttered and unprofessional looking because every time they reply within the email thread, it is either adding all of the images and taglines, etc. from their email signature to the case along with the content of their reply/comment, or it appears, even creating an entirely new case altogether.

I saw where you indicated for Jira Software Projects, where we could specify how the inbound emails are handled, but if I understand correctly, it's not actually possible to achieve that level of control over inbound emails in a JSM project, is that correct?


author: Rebekka Heilmann _viadee_
body: You can switch off the Email channel. I'd think that would prevent issues being created and also comments being added.


author: Tim Bonney
body: Thanks again for the assistance Rebekka!

For anyone who may be watching this thread, we ended up leaving the email channel active, but disabling emails on each individual project by removing the email addresses there.

(Project \> Project Settings \> Email requests \> (remove email address)


Tags: cloud

jira-service-management

jira-service-management-cloud