As a project owner, I want to ensure that issues created from emails have quality information.

Question

It would be good to provide users with a simple but effective template or structure for creating an issue from an email.  This will ensure that minimal editing of the issue needs to be done once created.

Is there any useful documentation on what information that the email must include, what's optional, etc.  How to make sure the Issue Type is valid, the Assignee is valid, minimum mandatory fields are populated, etc.

Benjamin_tmh9yg · Accepted Answer

HI @Stephen Power ,

If you are working out of the box, the main thing is just to have a summary and body. The summary will be map to the title of the ticket. While the body become the description. Template will be dependent on what type of information you need to obtain from user. It is different for different setup and organization as the require information will be different. Would keep it simple and think about what is essential information for a ticket to be worked on. If the template is very long and complex, it's less likely end-users would follow.

All the best.

Istvan Ascarza · Accepted Answer

Hi @Stephen Power

I'm a member of the Email This Issue support team at META-INF.

If you're using the out-of-the-box Jira Mail Handler, then I agree with Benjamin's response, the most important is to have an informative subject and a well structured email body.
Even so, there are limited customization options for setting values on created issues with the default Mail Handler. Furthermore many of the options that can be set are set to default values that will be applied universally to all emails processed by that handler.

If you rely on the email body (that will be set as the description of the issue after processing) to manually fill in issue details later, the best structure of the email content would depend on your specific use-case, but leaner templates will be more readable at a glance. Additionally, you could explore creating automation rules to handle some of this manual work, but for these to be dependable, you would need to ensure that the values being set through these rules are valid.

However, if you're looking for more advanced email processing and customization options, then I'd recommend checking out the Email This Issue app for Jira. This tool provides greater flexibility allowing you to define conditions and branches for email processing, set issue fields based on email data, execute workflow transitions, etc.

You can find the app on the Atlassian marketplace here: Email This Issue
If you're interested in the application and have any questions, please feel free to reach out to us at support@metainf.atlassian.net

Best regards,
István