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Changing the author when creating a task from an email

Eleonora Light April 25, 2023

I have this situation:
I created a service project in Jira Service Management. In this project, in settings, I have set up support mail in the Email queries section. When emails from users (who are not registered in jira) arrive at this mail, tasks are created and everything is fine. But my site has its own form for requests, which is sent to the support mail.

A letter arrives at the support mail, where all the information from the form is in the body of the letter, and example@mail.com is always in the sender. When jira creates a task from this email, example@mail.com is set in Reporter. The body of the letter contains the e-mail address of the User who applied through the form on the website.

I cannot change the form, only the processing of letters from the support mail.

 


How can I replace the address example@mail.com in the Reporter field with the one specified by the User and which is in the body of the email?

The general task is to set up mail processing and task creation for support, and so that support can respond to requests through the jira.

1 answer

2 votes
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 25, 2023

Hi @Eleonora Light , welcome to the community.

You could use automation to achieve this goal. Are you familiar with creating automation rules? Below is the basic concept of what you would need to do and I have also included a link to the automation documentation. As well, there are quite a few examples in the community that demonstrate how to change a field using automation, as well as how to extract data from the description field which equates to the body of the email used to create an issue.

  • trigger - issue created
  • condition - JQL - request-channel-type = email
  • action - edit issue and choose the Reporter field then use smartvalues to extract the reporter text and use as the reporter

here is a good article about extracting text from description field - Extract-Content-out-of-Description-and-Summary-with-Regex-and-automation  

Here is a link to Atlassian documentation on automation- jira-cloud-automation 

Eleonora Light April 25, 2023

Hi @Jack Brickey , thanks )) I hope I will be useful to the community.
I start to do automation rules but stuck in "action", because when I chose Reporter field I saw drop-down list with type of users. 
Also I have a conditions "if" - in email I have specific trigger words.
I looked through the link you mentioned and saw the REGEX. I will read more about it.
Thanks a lot!  I will check and write if have a question.

Eleonora Light April 26, 2023

I tried the REGEX expression as described in the article. The rule is executed without errors. But instead of the found email address, "Anonymous" is displayed in the Reporter field.
I tried with other field (Labels) and it works fine there. Substitutes the found value into the field.

Even if I put the email of existing user in Jira it still installs "Anonymous" value.

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 26, 2023

That is interesting. Can you share your rule and also an example email body. Feel free to obfuscate any private info e,.g. Emails.

Eleonora Light April 26, 2023

I made the simple rule without if condition.
If I put a specific user in rule it works fine. 1_1.png1_2.png 

Eleonora Light April 26, 2023

the original rule is this Screenshot from 2023-04-26 16-27-17.png

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 26, 2023

Thanks for sharing. I have been buried in other activities (building out my woodworking shop). I will try to give this a try tomorrow and let you know what I find.

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