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Filtering incoming E-Mails from specific words Edited

Mr D I'm New Here Jun 02, 2021

Hello all,

I have a question about the options when creating tickets by incoming email.

I have a mail address for a customer network on which status messages come in, e.g. virus scanner on a find or if the backup failed.

Is it possible to configure Jira email to watch for specific terms. Example.

The virus scanner sends a mail to the mailbox with a simple info. Jira should ignore this.

However, if the virus scanner sends a mail in which "Critical" or "Malware" was found, it should create a ticket in Jira.

The same with the backup. A mail saying backup successful should be ignored but a mail saying backup failed should open a ticket.

Is it possible to configure the filter based on certain terms or is that not possible?

Greetings

1 answer

0 votes

Hello @Mr D,

Welcome to Atlassian Community!

When it comes to creating issues via email, currently, it’s not possible to configure Jira to ignore emails based on the subject/summary.

There are feature requests suggesting the implementation of this ability:

Please, click on vote and also watch both features to receive updates from our product teams.

The workaround that may help is to use a custom email address, so you can create a rule on your email to automatically move the emails that you need Jira to ignore to a different folder. Jira reads only what is unread in the inbox, so if emails are read before Jira reads or moved to another folder before that, Jira won’t create the ticket.

Another option is to use automation, but in this case, the ticket must be created for the automation to check if the summary contains or not a certain word.

In the example below, the automation will change the priority to Highest if the summary contains “Critical”. If not, the ticket will be automatically closed.

Screen Shot 2021-06-08 at 14.05.30.png

Hope this helps!

Kind regards,
Angélica

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