Incoming email format

Question

With our current ticketing system, if we format the email with the field names it will set the ticket information accordingly.

Sample -

First Name = First

Last Name = Last

Product = Product

This can be done for any field we setup.  Anything typed without a field name is set as the description.  Anything that does not match a field name is also included in the description as well.

How does this work in Jira?

Matt Russell · Answer

Joseph - any thoughts?

Matt Russell · Answer

I am trying to set the ticket fields with the details that we can capture from the support email that is being sent.  We can capture the contact information, the product, the page they are on, etc.  Some of these are fields from either the customer or the ticket so I want those fields filled out based on what is sent in the email.

Joseph Chung Yin · Answer

@Matt Russell -

Welcome to the community.  Can you provide more details on your ask?  (i.e. what do you mean by email format?  Are you trying to get information from based on requester email address?  Are you trying to add additional information into issue's description field after the issue is submitted?)

Please advise, so we can assist you better.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.