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Read from description and set reporter for email requests



I'm automating an email request and below is my use case. 

When users send an email to, an email request ticket will be created.  

Below is the sample from the email 


User Name :  Krishna

User email :

User location : Las Vegas


I'm writing the automation to read the description when the new ticket is created. I need to pick the value from User email and set him as the reporter. 

In the above case will be reporter.  I'm trying to use smart values to get the user email from the description and the below is the regex i'm using. 

{{issue.description.match(".*(?<=User email :).*")}}

Can someone provide suggestion on the regex to get the user email as the above regex is not working ? 

Thank you

1 answer

0 votes
Florian PEREZ Community Leader Jun 12, 2022


AFAIK You should not need to get this information by building a regex.

When user open a request by mail, JSM keep the value so you can use it. You should be able to get the value with something like {{}} (not tested but it should be something like that).

The use case you mention could also be someone open the ticket in behalf of someone else. In this case there is 2 ways, first you can add them as cc on the mail and use the value of viewers (user in cc are added as viewer). 

If you want to check more about you regex and your not on a free plan you should open a ticket to the atlassian support. I think it should be a really quick for them to help you on this one. 

Hope this help. 

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