Email subject line reader

[Paul Mosca]

hi Jira community

Is there a way Jira can read the ticket number details from an email of a user not related to that ticket and automatically update the corresponding ticket?

thanks

Paul

[John Funk · Accepted solution]

Hi Paul - Welcome to the Atlassian Community!

Can you provide an exact example of what you are wanting to see happen? 

[Paul Mosca]

Hi John, and thanks

We provide support to the customers of our clients.

Our clients send us emails and updates about their clients. We manually add these emails to their clients Jira ticket.

Is there an add-on, widget or a way Jira can read the subject line of emails from our clients who are not watchers or have any association to their clients ticket at all, and automatically upload that email to the respective ticket if we add the ticket number in the subject line?

Is that confusing? :)

thanks

Paul

[Daniel Ebers]

Hi @Paul Mosca ,

I am not sure getting the whole use case but at least I can confirm creating issues via mail is possible. Also adding comments is possible.

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Please note that the is a different mail integration mechanism in place in case you would use Jira Service Management.
You can learn more about it here:
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Using Jira Cloud you have access to Automation without additional charges what means that a well-thought through automation rule could help in supporting your use case:
https://www.atlassian.com/software/jira/features/automation

My suggestions here, unless other Community members tell something else, would be to test and see how it goes. In case you stumble across something you cannot figure out Community is willing to help. Also with for questions to Automation rules (if needed) you can meet some very experienced users here.

Regards,
Daniel

[Paul Mosca]

thank you Daniel, will give it a go

[Rimon Karim]

Thanks Daniel, You just opened a door to automation for me. :)