Is it possible to set case field values via an email?

[Vernon Forbes]

Is it possible to update field values when creating or updating a case via email? 

For example, can I send an email to create a case and change the priority or assignee in the same email?

Thanks for your help.

[Petter Gonçalves · Accepted solution]

Hello @Vernon Forbes

Welcome to Atlassian Community!

Unfortunately, the e-mail handlers provided by JIRA Software and Jira Service Desk does not have the functionality to set extra fields to issues. Through e-mail, you can only set the reporter, Request participants (Watchers), summary and description.

We have the following feature request to improve the e-mail handlers to accept additional fields:

- Customize mail handler to use specific fields value extracted from e-mail 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As a workaround, there are some apps that provide you with a handler that you can use to add additional fields when creating an issue through e-mail, like:

- Enterprise Mail Handler for Jira 

- Email This Issue 

Let us know if you have any questions.

[Vernon Forbes]

I will definitely lend my support to adding this functionality.  For those that manage their service desks exclusively via email this is critically needed.