Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Parse emails to comm with other ticketing system Edited

Hi,

I'm trying out JIRA SD and would like to set it up to respond to tickets sent in via email from service now.

Looking at the payload of inbound emails I would need to:

  1. Parse inbound emails to identify a "Ref:xxx" in their body for later use (maybe putting it in a JSD ticket field);
  2. Attach "Update Incident yyyy" emails as comments to the same JSD ticket that was created for "Incident yyyy" (i.e. go beyond matching just by JSD ticket ID in subject)
  3. Every reply to customer should inject the aforementioned "Ref:xxx" in the footer of the response email;
  4. Have the subject of replies to customers change slightly dependent on our servicedesk person wants (e.g. append "Accepted" etc)

I've been reading the documentation and forum posts and it seems like it may be a dead end for all the bullets above :-( I don't think that email processors/notification settings in vanilla JIRA can handle this sort of thing. Or am I missing something?

Is the only option the the use of JIRA API to programatically handle these exchanges between systems? (i.e. I will need to implement a custom integration service as there's no direct connection possible - only via their ESB)

Many thanks for any comments or pointers!

1 answer

Anyone? Pretty please?

Jay Jones I'm New Here Jul 08, 2021

Hi Miguel,

 

I am looking for a similar customer ticketing system solution.

Did anyone get back to you?

 

Jay

jayj@dataabstractsolutions.com

Sadly no, no replies. After a while, I passed the investigation to a colleague and I believe he could not find anything either...

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
Community showcase
Published in Jira Service Management

Atlympic Event: Jira Service Managemnt

Hello Community!  Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...

87 views 0 1
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you