Show "To" and "CC" from original mail in custom fields

Question

Hello together,

we are currently confronted with the following problem:

We got one JIRA Project which is connected to one of our e-mail inboxes. The problem is, that the respective e-mail is often used in CC, while subcontractors are adressed in "To". To correctly process the generated issue, our desk team needs to know who is adressed in "To" and additionally in "CC".

There is no need to process this information in any automations, so purely adding it in a comment after creation or mapping it to a custom field is sufficient for our use case.

Is there any way to pull these informations during mail processing and store them?

Thank in advance!

Ben Finn_jtpbl4 · Answer

If you want it to update the issue with to and CC, then you are out of luck. That functionality doesnt yeet exist in Email to Issue. You need to direct your users to put that info in the body of the email.

Ben Finn_jtpbl4 · Answer

Howdy @Moritz LinkerJust want to make sure I understand. You are using the Issue to Email function but you need the emails to persist after they update/create the issues?

If thats right, then you could use an inbox rule to copy the email to the folder rather than move.

Moritz Linker · Answer

Hello @Ben Finn ,

thank you for your proposed solution!

The problem at hand is not that these mails are not supposed to be issues - the problem is, that to solve them, the team needs to know who was adressed besides them.

Hope that makes the situation clearer.