Service Requests by Email
Create, update, comment on, and receive Service Request notifications through email
1. Introduction
Each BriefSpec project can have its own Service Request email addresses. Send email to the right Project email address to create a Service request, update one, or add a comment. You may also receive notifications from the project’s notification address.
- Work in BriefSpec as usual — email does not replace the Service Requests screen.
- Always copy the address from the project you are in. Other projects use different email addresses.
- Other modules, such as Defects, may have separate email addresses. This guide covers Service Requests only.
2. What you can do by email
| Goal | Use this email address | What to include in the email |
| Create a Service Request | SR create address | Title and Description |
| Update a Service Request | SR update address | Service Request ID and the fields to change |
| Add a comment | SR comment address | Service Request ID and Comment |
| Attach files | Same create, update, or comment email | Files on the current message only |
| Reply to a notification | The original notification thread | Your reply text |
| Receive notifications | SR notification address (From) | No sending action required |
| TIP Prefer the dedicated create, update, or comment email address. Those addresses already tell BriefSpec what you want to do, so you do not need an Action line. |
3. Who can see and manage email settings
| If you can… | You can… |
| Edit the project (Application Administrator or Project Manager) | View and copy addresses, Edit the local part before @, turn AI on or off for this project, and open Manage Aliases from the Projects list actions menu. |
| View or use the project | View and copy addresses, open View sample, and send valid emails. You cannot change addresses or the AI setting. |
| SECURITY Knowing an email address does not bypass access. BriefSpec still checks that you are a authorized user with access to the workspace, project, and Service Request. |
4. Opening the email feature
1. Open the project and go to Service Requests.
2. Select the paper plane button. The tooltip reads: “Create, update, or comment on Service Requests by email.”
3. Confirm the popup title: Create, Update & Comment by Email.
4. Check the Project ID under the title before you copy an address.
Figure 1. Open the Service Request email options from the project toolbar.
| NOTE If the paper plane is not shown, email intake may be unavailable for this workspace, or you may not have access to the project. |
5. Understanding the popup
| You will see | What it is |
| Project | The current project ID, shown under the title. |
| Use AI for Service Request emails | Project-only switch. Read-only if you cannot edit the project. |
| SR create / update / comment | Dedicated addresses for each action. No Action line needed. |
| General project address | One address for create, update, or comment. Add an Action line if needed. |
| Service Request notification address | Shown under Notifications when available. Mail is sent from here. |
| Copy / Edit / View sample | Copy the address, rename the local part (if permitted), or open a sample. |
| Attachments are supported | Note at the top: include files when creating, updating, or commenting. |
When a sample is open, use Copy email or Open in email app.
Figure 2. Project-specific Service Request email addresses and settings.
6. Creating a Service Request by email
Send to the SR create address of the Project. BriefSpec identifies the project from that specific email address.
- Title and Description are required fields.
- Optional fields: Request Type, Priority, Severity, Due Date, Pillar, Module / Epic.
- Status is always Open on create — do not set it in the email.
- Request Type: Support, Incident, Service Request, Enhancement, or Question.
- Priority and Severity: Low, Medium, High, or Critical.
- Pillar and Module / Epic must match the project’s configured options.
- Leave optional lines blank or delete them.
1. Select View sample on the SR create address.
2. Choose Copy email or Open in email app.
3. Fill in Title and Description, then send to the BriefSpec email address.
| Sample — create Subject: Create Service Request in PRJ000003 Title: Unable to access the SSO dashboard Description: After completing SSO authentication, the application redirects me to the login page instead of opening the dashboard. Request Type: Support Priority: High Severity: High Due Date: |
If you include a due date, use a clear date such as 2026-09-30 or September 30, 2026.
7. Updating an existing Service Request
Send to the SR update address. Include the Service Request ID and only the fields that should change.
- The Service Request must belong to this project, and you must have access to it.
- Blank labeled fields are left unchanged. They do not clear existing values.
- You may change Title, Description, Status, Request Type, Priority, Severity, Due Date, Pillar, and Module / Epic.
- You can attach files even if you are not changing other fields.
| Sample — update priority and due date Subject: Update Service Request in PRJ000003 Keep only the fields you want to update. Blank fields are not changed. Service Request ID: SR0000123 Priority: High Due Date: September 30, 2026 |
| Sample — update title and description Subject: Update Service Request in PRJ000003 Service Request ID: SR0000123 Title: SSO dashboard redirect after login Description: Users who complete SSO are returned to the login page after the identity provider certificate rotation. |
Figure 4. Update sample showing Service Request ID and fields to change.
8. Commenting on a Service Request
Send to the SR comment address, or reply in a Service Request notification thread when BriefSpec can identify the request.
- Include the Service Request ID and your Comment.
- You can attach files. A comment can be added from attachments even if the comment text is empty.
- If BriefSpec cannot tell which Service Request you intended, it asks for clarification instead of making a change.
| Sample — comment Subject: Comment on Service Request in PRJ000003 Service Request ID: SR0000123 Comment: The access issue has been reproduced in the test environment. The identity provider configuration is being reviewed. |
Figure 5. Comment sample with Service Request ID and Comment.
9. Using the general project address
The general project address can create, update, or SR comment. Because it is not action-specific, include an Action line when the operation is otherwise unclear.
Action values: Create Service Request, Update Service Request, or Comment on Service Request. Similar wording such as Add Service Request Comment is also recognized.
| Sample — general address Action: Create Service Request Title: Unable to access the SSO dashboard Description: After completing SSO authentication, the application redirects me to the login page. |
| TIP Use a dedicated address when it is available. It is simpler and avoids mixed operations. |
10. Using AI assistance
Use AI for Service Request (AI facility is enabled for Tenant) emails applies only to Service Request emails for this project. It does not change other projects and does not impact Defect emails. Only users who can manage project aliases can change it.
| AI enabled | AI disabled |
| Natural-language messages can be turned into a clearer Service Request. | Follow the structured sample. |
| Title and Description may be polished without changing meaning. | Values are processed as supplied. |
| Labeled fields you provide stay authoritative. | Required labels must be present. |
When AI is off: create needs Title and Description; update needs the Service Request ID plus at least one field or attachment; comment needs the ID and Comment, unless you attach files. AI is not guaranteed to infer missing facts.
Figure 6. Project-specific AI setting for Service Request emails.
11. Adding attachments
Attach files to the same email used to create, update, or comment. Only files on the current message are processed — quoted files from earlier messages are not added again.
- Up to 10 files can be attached per email; 10 MB Max; 25 MB total.
- Documents, images, PDFs, spreadsheets, text files, and zip archives are accepted.
- Executable and script files (for example .exe, .bat, .cmd, .sh, .ps1, .dll) are blocked.
- If one file is skipped, the rest of the request can still be processed. The confirmation lists stored and skipped files.
Figure 7. Reminder that files can be included with create, update, or comment.
12. Service Request notification address
When configured, this address appears under Notifications in the popup. It is the From address for project Service Request mail, and is separate from create, update, and comment addresses.
These messages use it when available:
- Assignment and unassignment, including bulk assignment and unassignment.
- Comment mention emails.
- Time-entry emails linked only to Service Requests in a single project.
Other BriefSpec notices may still use the organization’s standard sending address.
- Authorized users can edit the local part; others can view and copy it.
- Reply in the same thread to add a comment when BriefSpec identifies the Service Request and you are authorized.
- A new, unthreaded message to this address does not create a Service Request.
Figure 8. Project notification From address, separate from create, update, and comment.
13. Editing an email address
If Edit is shown, you can change the local part (the text before @). The domain does not change.
1. Select Edit beside the address.
2. Use 3 to 64 characters: lowercase letters, numbers, hyphens, or underscores. Start and end with a letter or number.
3. Select Save. The name must be unique. Reserved names such as admin, support, no-reply, and postmaster are rejected.
Renaming does not change the project or purpose.
Figure 9. Edit mode with the local-part field and domain after @.
14. Copying and using an address
1. Select Copy and paste the address into To in your email application.
2. Confirm the Project ID and the action (create, update, or comment).
3. Do not change the domain after @. Use the current project’s address, not one from an older email.
15. Confirmation and clarification emails
BriefSpec usually replies in the same thread. Common replies:
| Reply | Meaning |
| Service Request created / updated / comment added | The action succeeded. Created items include the ID and a link. |
| Missing information or clarification needed | Reply in the same thread with the missing details or Service Request ID. |
| Sender not recognized / destination not recognized | Use your registered BriefSpec email, and copy the address from the popup. |
| Access denied / not found / wrong project | You lack permission, or the SR ID does not belong to that project. |
| Unable to process / attachment skipped | The email could not finish, or a file was not stored. The rest may still succeed. |
| Email help / format | The action was unclear. Use a dedicated address or include an Action line. |
16. Permissions and security
- Send from the same registered email address you use with BriefSpec.
- You must have access to the workspace and project. Updates and comments also need access to that Service Request.
- Do not forward project addresses or Service Request content to people who should not see them.
| SECURITY Never include passwords, one-time codes, access tokens, or other secrets in an email. |
17. Troubleshooting
| What you notice | What to do |
| My email was not processed | Copy the current project address, send from your BriefSpec email, and use View sample. |
| BriefSpec asks which workspace or project | Reply with the workspace and Project ID, or send directly to the popup address. |
| Title or Description is missing | Resend with Title: and Description: using the create sample. |
| Service Request ID was not found | Copy the ID from BriefSpec and use that project’s update or comment address. |
| I do not have permission | Ask a project manager to grant access. |
| My attachment was skipped | Use an allowed file type, stay under 10 MB / 25 MB total / 10 files, and resend if needed. |
| I cannot edit the address / AI is read-only | Ask someone who can edit the project. View-only users can copy addresses only. |
| I sent to the wrong project | Open the intended project and copy its address. The other project will not move the item. |
| I replied, but no comment was added | Reply in the original thread, or use the SR comment address with the ID and Comment. |
| I did not receive a confirmation | Wait a short time and check junk mail. Confirm you sent from your registered address. |
| The address was recently renamed | Open the popup and copy the current address. Share it with the team. |
18. Best practices
- Use the dedicated address for the current project.
- Write a clear subject, Title, and Description.
- Use the exact Service Request ID for updates and comments, and include only fields that should change.
- Keep replies in the original thread. Attach only needed files. Never include secrets.
- Read the confirmation so you have the Service Request ID.
19. Quick reference
| Goal | Email Address | Minimum information |
| Create a Service Request | SR create address | Title + Description |
| Update a Service Request | SR update address | Service Request ID + fields to change |
| Add a comment | SR comment address | Service Request ID + Comment (or attachment) |
| Receive notifications | SR notification address | No sending action required |