How to create an issue via email
To create an issue via email, send a message with the issue description to the queue address:
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Make sure that you added an email address for issue creation to your queue.
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Check that you have access to the queue.
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Create a new email message.
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Enter the issue name in the Subject field.
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In the To field, enter the queue address and the email address of the employee you want to assign. Add all other recipients to the CC field. For how Tracker chooses the assignee, see How the issue assignee is selected.
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Describe the issue in the email body.
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Send the email to the address specified in the queue settings.
You will receive a reply notifying you that a new issue was created.
To learn more about the algorithm for creating an issue or comment from an email message, see Email.
Create a new message for every issue. If you respond to an email from Yandex Tracker or send an existing email message again, it will become an issue comment.
How the issue assignee is selected
Tracker checks the email recipients in order: first the To field, then CC, then BCC. The assignee is the first recipient who is an employee of the organization and can be an assignee in this queue. The queue address and the addresses of other recipients who don't qualify are skipped.
If there is no suitable recipient, the issue is assigned to the default assignee specified in the queue settings.
To assign a specific employee, enter the queue address and that employee's address in the To field, and add all other recipients to the CC field.
Example
Suppose you want Boris to be the assignee. Compare two emails. Assume that Anna (anna@example.com) and Boris (boris@example.com) are employees of the organization who can be assignees in the queue, and queue@example.com is the queue's email address.
- To:
queue@example.com,boris@example.com; CC:anna@example.com. Boris becomes the assignee: To is checked before CC. - To:
queue@example.com,anna@example.com,boris@example.com; the CC field is empty. Anna becomes the assignee: the queue address is skipped, and she is the first qualifying employee in To.
If neither Anna nor Boris qualified, the issue would be assigned to the default assignee from the queue settings.
Problems that you may encounter when creating an issue
- Yandex Tracker processes large volumes of data every day. That's why creating an issue from an email can take up to one hour.
- If the email with an issue description exceeds 40 MB, processing emails via IMAP may slow down. Check for large emails and delete them.
If the issue persists, contact technical support.