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Any templates for email requests

I want to allow user to submit support tickets by email.

I have this working but the whole email content appears in the newly created ticket/request as one body of text under the label Description

Is there any way I can ask the users to format their email requests with labels so that the content submitted ends up in the correct field on the new ticket?

e.g.  We have Summary, Description, ID, User Type, Issue Location fields etc




1 answer

1 accepted

1 vote
Answer accepted

Hi @Martin McGovern ,

Short answer is no. You can't have this out of the box. JSM email handler is configured to get only email's subject which will be used as a summary, and body which will be used as description. Keep in mind that Jira only needs a summary to create an issue.

Having said that, you could potentially customize an email which all users should use according to strict instructions, and then you can create automation to get the appropriate values from the email's body and place them to the right fields.

Another solution would be to search the marketplace for email handler apps, which may do what you want. To be honest, I haven't try any of these apps and can't tell you more about them.

Hi Alex,


Thanks for the prompt reply. A bit disappointing from Jira.

I was hoping that the User could format their email request like:

[Description] Blah blah

[ID] EA8171628299ER

[User Type] Branch User

[Issue Location] iOS


Thanks again

Kindly mark this answer as accepted, in order to help other people in the community to find the right answers. Thank you!

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