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Jira Service Desk - Automatic Ticket Generation from email with customized fields

Paul.Coker June 18, 2020

We are new to Jira Service Desk and we need to configure Jira Service Desk to automatically generate service desk ticket from email received from a specific customer and the email will have information to be populated in customized fields in the Jira Service Desk. Please advise how this can be achieved?


Hernan Halabi - Elite IT Consulting Group
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June 18, 2020

Hello @Paul.Coker the native Jira functionalities don't allow you to fill custom fields based on the email text. I've used in the past the following app to do that

Paul.Coker July 7, 2020

Thank you Hernan, I will check out the email this issue app,

Rudy Holtkamp
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June 18, 2020

If you can rely on the email format the customer is sending, u should be able to use Automation for Jira for this.

When a customer sends an email to the service deskTdesk it is transformed into a ticket. The email body becomes the description field.

You can disect the description with an automation rule if you trigger on issue created. Then use smart values to fill your fields.

But the culprit is in the email the customer sends. 

Paul.Coker July 7, 2020

Many thanks Rudy. I will try out this process.


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