Sending an .eml attachment to email channel: How to create a ticket with content of the .eml file?

[Robert Schneider]

JSM Cloud:

I've read in Gemeni/ChatGPT that it should be possible to forward an email as attachment (in Outlook) to the email account, so that the content of the attachment will be used for the ticket creation, including the proper handling of the reporter.

Unfortunately, if I try it, the .eml file is not evaluated. Instead, the created ticket has the reporter set to my user and the attachment is still an attachment. I also tried to add the original sender of the attached email to the customers first, but it didn't help.

I couldn't find the documentation for that. Should this work or is this just AI phantasy? It would be quite helpful if I could send emails that way. But if it is possible, can the original reporter automatically be created as customer in JSM, or do I need to check if the customer exists and created it if not?

Thank you for help.

Robert

[Trudy Claspill]

Hello @Robert Schneider 

To the best of my knowledge the native Jira email handlers cannot open .eml files and process their content to create issues. I've never seen any documentation that is possible or heard of anybody doing it. 

I asked Google the same question and it told me it was possible, but when looking at the detailed steps of its answer it said only the that the email handler will attach to the issue and attachments that are attached to the email it received.

I think AI is not truly understanding the question and is instead answer the question "can Jira create a ticket from an email that has attachments?"

To the best of my knowledge Jira's native email handlers are pretty simple. They receive an email, set the Reporter as the email sender, set the Summary as the email subject, set the Description as the email body, and optionally attach to the new issue any files attached to the email.

If you receive an email and forward the email to Jira simply as email, not as a file, the the sender from the Forward will become the Reporter of the issue.

The email handler itself can't parse the content of an email body to do anything creative with it, like pull an original sender within a forwarded email. That would have to be done by a separate process after the issue is initially created.