Capturing Client Ticket # in Jira Service Desk Subject line.

Daneige Gagnon

Looking for help. 

 

Does anyone know if there is a script that can capture the client ticket number in the client's response email through JEMH and automatically include it in JService Desk Subject line.   

 

Having issues with integration between SD plus and Jira SD.  Any other suggestions are welcomed.   

 

thank you

Daneige

 

Daniel Ebers

Hi Daneige,

I used to implement this in the past with a Ticket Number provided by a foreign system sending in to Jira and processing through JEMH.

With Script Field Processor I took the Ticket number (OTRS in that case but can be adjusted) from subject and put it to a custom field called "OTRSTicketNo". With Script Runner (Script Listener) the rest of the logic is done to put the data back to subject of Jira issue.

In case it helps here is the JEMH part:

var str = subject;
var res = str.match(/\[Ticket#[0-9]*]/g);
print('Data is '+res);

if (2>1)
{

    resultMap.put("OTRSTicketNo", res[0]);

}

Cheers,
Daniel