I'm trying to capture auto-reply emails as comments

Marek Bejda

Hello all, 

We would like to interact with another customer support system. This Customer Support system auto-replies with a specific reference code that I would like to capture in JIRA. 

So for example we would assign an issue to `Customer Support 1` user and a email notification would be sent out to their system. There would be a auto-acknowledgement email sent back to JIRA with a reference code that should be captured as a comment. 

I've tried to debug this for a few days now without success. For some reason the acknowledgment emails never show up in JIRA. 

I was able to reproduce this by setting my own personal email to out-of-office, so I'm thinking it's somehow related to automated system generated emails. 

Any thoughts on how I can enable these? 

 

Bill Sheboy

Hi @Marek Bejda 

In the email handler, you can handle bulk emails in several ways:

This option only affects bulk emails, typically those sent by an automated service, whose header has the Precedence field set to "bulk" or the Auto-Submitted field set to "no". You can handle bulk emails several ways:

Ignore the email and do nothing

Send the email to the specified forward email address (recommended to prevent mail loops between Jira applications and other automated services)

Delete the email permanently

Accept the email for processing

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

When processing the email, you could post a comment and then use an automation rule (triggered by the comment) to extract the reference code for your use.

Here is some documentation on the automation rule processing:

https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

 

Best regards,

Bill