How to extract values from the subject and body of an email for different custom fields?

[Mariana Gouveia]

Hello everyone!

I’m setting up a space on JSM, and tickets will always be submitted via email. Is it possible to automatically extract data from the email that triggers the ticket creation and populate different fields with it? I know that JSM automatically assigns the email subject to the ticket title and the body to the description, but I was wondering if it would be possible for JSM to recognise the values based on a specific email structure and populate the fields that have been created in advance and added to the ticket structure. Is there any particular influence or type of field I need to create?

Thank you :)

[Rudy Holtkamp · Accepted solution]

Hi @Mariana Gouveia ,

Like @Marc -Devoteam-  said, you can't do it up front.

However you can create an automation that will trigger after the tickets has been created.

You can use smart values to extract data from e.g. the description (=email body).

E.g. you have in the description a key value pair, you can use regex to extract it:

value_1= {{issue.description.match("key_1:(.*?)")}}

You can use the smart value to populate the field that you want.

See this documentation

[Mariana Gouveia]

Hi @Rudy Holtkamp,

Thank you for your suggestion.

I followed the approach you described and managed to get it working using Jira Automation after issue creation. The emails follow a predefined structure and I used smart values to extract the relevant information from the description and populate multiple custom fields automatically.

I was able to populate text fields as well as a single-select field based on values contained in the email body, so this solution fits my use case perfectly.

Thank you very much for your help!

[Marc -Devoteam- · Accepted solution]

Hi @Mariana Gouveia 

This is not possible with the ootb JSM email integration, then you will need to look at 3rd party solutions like Email This Issue.

Ootb sent mail to a JSM space create an issue, you could use automation to after creation get information from the description and add them to populate fields on the issue.

[Mariana Gouveia]

Hi @Marc -Devoteam-,

Thank you for your reply.

I ended up testing the Automation approach you mentioned and it worked well for my use case. After the ticket is created from the email, I use an "Edit work item" action with smart values to extract information from the description and populate several custom fields automatically.

This allowed me to map values from a predefined email structure into both text fields and select list fields without requiring any additional apps.

Thank you for pointing me in the right direction! :)