It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

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.

3 answers

Yeah I was afraid of that. I have the trial version of JEMH. Creating an email handler that parses specific words/creates Issues on different statuses seems complicated. Not even sure where to start. 

I guess I will begin to get familiar with the JEMH documentation.

yeah i am after a plugin that can change my email requests to another type of request automatically.

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. 

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,


Hi Reece - 

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

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

[ Survey ] What does the future of ITSM look like? Take our survey today!

Hi all! We’re interested in learning more about your ITSM practices - what’s the current state of your ITSM practices? What are your aspirations for your IT team in the future? Which ITSM trends ar...

230 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you