JIRA Service Desk - Send Email - Create Issue - Parse Email

Question

Hello -

I have been using JIRA Core for some time, and I am a new JIRA Service Desk user. I have begun to create a basic IT project in which customers send an email, an Issue gets created, etc.

Is it possible to parse emails that are sent, in order to have Issues automatically created to different statuses or assigned to different users within my workflow? Or is parsing emails possible at all?

The idea is that different users within my project have different skill sets/will take on different kinds of Issues. It would be great to have Issues that get created to be automated and assigned to different users based on the kind of problem. Any help/insight would be much appreciated.  Thanks.

MAG-II · Answer

Hi Reece -

Thanks for the info. I will look into the Project Mappings, and then be in touch with you directly. Thanks!

unknown · Answer

Hi Michael,

Reece from The Plugin People here (JEMH vendor),

If you would like to configure different assignee's based on the text of an email, you can achieve this using JEMH Project Mappings. Within a project mapping you can configure an email subject/body keyword rule which can then be used to assign an issue.

JEMH has a lot of configuration options, it is an advanced product with many use cases. If you need some support with your configuration, please raise an issue with us directly via our Jira instance: The Plugin People - Jira

Once we have a better understanding of your requirements we can direct you to relevant documentation and offer configuration advice.

Kind Regards,

Reece

MAG-II · Answer

Does anyone have any direction of where to start regarding parsing the text of an email? The JEMH add on/documentation is anything but clear.