Creating issues from email and sending a response

Question

Hello,

I've read several questions and docs about this issue and I'm still confused about if what I want to do is possible or not with Jira.

I have a system with a support@mysystem.com address. My system's users send emails to this address when they have a problem or find a bug, and they are created as an issue in Jira correctly.

My doubts:

- could it be possible that the email wasn't deleted from the email server after the issue was created?

- could the emails be filtered in some way (looking at some keywords in the subject for example) so that a specific email is not created as an issue in Jira? This is because sometimes there are emails sent to support@mysystem.com that are not user's issues (they could be differenced because the subject includes SUPPORT key or not depending on if they were sent from the support form or not).

- could Jira send a response to the user that send the email to support@mysystem.com with some information like TicketID? I think this is possible but I'm not sure how to do it.

- If this is possible, Jira has to create an account for that user or this is not mandatory?

Thank you very much!

genomapp · Answer

Then I'm afraid I will have to use a non free solution because all addons I've seen to manage emails to non jira users or to write scripts for (standard) Jira on the cloud are not free.

Gaston Valente_dzz4x1 · Answer

Ok, there a lot of solutions:

are you using scriptrunner or any script tool?

scriptrunner is a great tool for scripting, from my point of view is the best.

there are free alternatives:

https://marketplace.atlassian.com/plugins/com.quisapps.jira.jss/server/overview

I never used this python plugin

other "all Jira" alternative is to develop accustom post function in java

genomapp · Answer

Hello Gaston,

Thank you very much for your answer. I think my only problem is how to send a response to the non-jira user that "created" the issue by sending an email.

After reading some questions and docs it seems that it's more or less easy with non free solutions as JEMH addon.

But I would like to try with only Jira solutions.

- I've tried adding a custom notification scheme to the issue Creation event, but I don't know how to set the email (how to set the email address, the ticked ID, etc...).

- I've tried to create a script in a post function on the issue creation event, but I don't know what should I choose in the "Add post function to transition" option list.

Any help would be very appreciated!