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Email sending template for incident tickets

While a user is sending an email to our support email address, Is there a way we can prefill the contents of the email body with a template having field labels like Summary, Description, Urgency etc ?

1 answer

0 votes

Hi @Zeeshan Ahmed Khan 

If a user (I would take that you mean a customer) sends an email to your support (Jira), then this email create a ticket having its subject as a summary and its body and description. The reporter of this ticket will be the sender of the email.

If your question was about to get/extract information from the email body, it is doable via Jira automation, BUT under certain strict conditions (you need to know exactly where to search for the specific information e.g. the urgency is located between the two first special characters of | ).

Now if your question was about you sending a reply to customer with certain information, then this can be done by using again Jira Automation (or another 3rd party app). In that case you need to read this https://support.atlassian.com/cloud-automation/docs/components-in-jira-automation/ and this https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/

Let me know if the above helps.

Hi @Alex Koxaras _Relational_ , thanks for responding. I would first like to know how to pre-fill the body of the email when someone cliks the <a mailto: support@mycompany.com /a> Link. Something like this:

 

Subject: Help needed 

Body:

*Summary

*Description:

*Urgency:

*Priority:

Impacted Service(s):

User details:

 

If the above is doable then the next step would be to extract that information from the fields and map to the corresponsing issue type fields.

@Zeeshan Ahmed Khan this question of your about prefilling the subject of the email when pressing a link outside of jira, is not a jira related question... You could search stack overflow and google for a solution:

After that you can use smart values text fields, and all the variations of substring() function (substringAfter, substringBetween, substringBefore etc) to get the values you want. Trial and error will get you there.

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