How to extract values from the subject and body of an email for different custom fields?

Question

Hello everyone!

I’m setting up a space on JSM, and tickets will always be submitted via email. Is it possible to automatically extract data from the email that triggers the ticket creation and populate different fields with it? I know that JSM automatically assigns the email subject to the ticket title and the body to the description, but I was wondering if it would be possible for JSM to recognise the values based on a specific email structure and populate the fields that have been created in advance and added to the ticket structure. Is there any particular influence or type of field I need to create?

Thank you :)

Marc -Devoteam- · Accepted Answer

Hi @Mariana Gouveia

This is not possible with the ootb JSM email integration, then you will need to look at 3rd party solutions like Email This Issue.

Ootb sent mail to a JSM space create an issue, you could use automation to after creation get information from the description and add them to populate fields on the issue.

Rudy Holtkamp · Accepted Answer

Hi @Mariana Gouveia ,

Like @Marc -Devoteam-  said, you can't do it up front.

However you can create an automation that will trigger after the tickets has been created.

You can use smart values to extract data from e.g. the description (=email body).

E.g. you have in the description a key value pair, you can use regex to extract it:

value_1= {{issue.description.match("key_1:(.*?)")}}

You can use the smart value to populate the field that you want.

See this documentation