JIRA: Create issue from emails

Question

I have same question on stackoverflow, this is probably better place for it.

We are using JIRA to handle support requests, they are logged with same issue type (a customized type: Support Tasks) and created by users.

These support tasks are in different areas and handled by different teams. Users will able to specify which area they are in by select a component when they create support request from web UI.

Now, we would love to allow user create support task by simply sending emails. The email handlers can only configure issue type. We could create more issue types in the project, but it seems to be messy.

Any suggestions?

beagBIZ Support · Answer

Hi Clark.

If you don't mind use multiple handler, you can use Enhanced Mail Handler below to specify component/s on generated issues.

https://marketplace.atlassian.com/plugins/biz.beag.jira.mailer

hope it helps!

Nic Brough -Adaptavist- · Answer

That really does sound like you should create more issue types - a lot of configuration of JIRA hangs off the issue type, so you have a lot of flexibility if you have several types.

However, as you've spotted, the built-in mail handlers are weak and only allow for one issue type, and don't really do much field handling.  You could set up several mail handlers with different email addresses.

But I'd always reach for JEMH if you want a single mail address and clever processing of incoming mails:  https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui