I want to generate a Jira ticket for a specific project based on incoming email, how is that done?

[Terry Lister]

We are setting up our long term process that will allow defects to come into Jira from an email we have for support of the product. We want that to be created so that it can be diagnosed and then sent to the lab. Not sure how to do that easily.

[Raphael Lopes · Accepted solution]

Hello @Terry Lister 

Here’s a straightforward way to set it up using Jira Service Management (JSM):

• Use a JSM project and email channel
  • Go to Project settings → Email requests
  • Connect your support email (e.g., support@company.com) or redirect it to the Atlassian-provided address
  • Each incoming email creates a new issue in the project

• Add a triage step to your workflow
  • Include a status like “Triage” or “Under Review”
  • This helps the team assess and validate defects before escalation

• Use Automation to send issues to the lab/dev team
  • Example rule:
    When issue transitions to “Send to Lab” → Then assign to lab team, or clone/move to another project
  • You can use conditions (like labels, components, or priority) to control this flow

• (Optional) Clone or link issues to development projects
  • If the dev team works in a separate Jira Software project, automation can create a linked or cloned issue
  • You can also customize forms or email parsing to include logs, environment info, and steps to reproduce