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Create ticket with custom field via email

Marcin Zaborowski March 12, 2024


We have one product, delivered to many countries. Our support teams works in one JSM instance, in one project - product A.

When user add ticket via one multi language portal, then have to choose in custom field location, like Country A. Based on which, our agents take only tickets marked with their Country A. That works fine and I hope that is not non standard :) (we considered multi project, each for specific country but seems to be ok).

We would like to allow users for sending ticket via email. We have one common mail like We can create separate emails for each country, but I'm wondering how to manage this situation, with one mail.

Because of custom field on ticket (country), email didnt income to Jira - there is an error linked to custom field. A question is: Is there any solution how to fill custom field when user use email? For emails I could use another issue type without custom field, but maybe there is another option?

And second question, is there any solution to automate based on customer email within organization, like "Belgium market" - ten if member of this organization send email, we can automate and fill custom fields - Country Belgium?


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