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
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.
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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