not working Regex Mail Handlers

Sergey_hmpt8z

Hello
I want to set up cutting messages in HelpDesk with the help of Regex. I have already tried dozens of options, but nothing helps. have tried /social/  /*social*/    /social.*/ -

And I sent letters with the word "social" - but nothing happens, always the letter comes completely. How to start?

Andy Heinzer

Hi,

The mail handlers in Jira Service Desk are completely different code than those used for Jira core or Jira Software type projects.  They need to be different code because of the way that Service Desk allows for an unlimited number of unlicensed users to create issues.

The Jira Core documentation on creating issues and comments from emails does explain ways that regex can be used in regards to adding comments to an issue.   However, this won't apply inside of a Jira Service Desk project.  There is a note that eludes to this at the top of that document:

Jira Service Desk uses a built-in processor to receive and process issue requests from emails. Issues created in Jira Service Desk don't require the sender to have a license to create, view, comment, add attachments, or transition issues. Read more about receiving email requests with Jira Service Desk.

That said there is an existing feature request for Service Desk to have the ability to use regex in parsing out the body of the emails.  Please see JSDSERVER-837 for details.  

There might be other 3rd party solutions to help implement this within a Service Desk project.  For example, I believe that the plugin Enterprise Mail Handler for Jira might be able to achieve this.  It is possible there are other solutions to this same problem on Marketplace as well.

I hope this helps.

Andy