Add body of incoming email as comment to Parent issue by checking the value in comment on the issue

G P N

I have a requirement. When I receive an email in the Jira Inbox from "test@mail.com" with the subject : Test successful for {ABC12345678} 

body contains : test successful for {ABC12345678} 

It should add the body as a comment to the parent ticket that has the {ABC12345678} value for the custom field or in the comment. 

{ABC12345678} is a custom field value or this value {ABC12345678} is already added in the comment. How to fetch the issue key with this value.

Which approach is best: the Enterprise Email handler or the ScriptRunner Mail handler or we are also using JEMH?

Any guidance, documentation, or examples would be incredibly helpful. Thanks for your time and expertise!

Hari Krishna

Hi @G P N ,

For this kind of requirement, ScriptRunner’s Mail Handler is the better fit.

The built-in Jira (Enterprise) email handler is really meant for simple scenarios only — things like creating a new issue from an email or adding a comment when the issue key is already in the subject. Once you go beyond that, it starts to fall short.

In your case, you need to:

read a value from the email using a pattern,

search Jira using that value in a custom field,

and then decide what to do based on the result.

That kind of logic just isn’t something the standard email handler can do. ScriptRunner is designed exactly for these situations and gives you the flexibility you need to make this work reliably.