We asked Atlassian, “Does their next higher version of Ji...

[Mua Ly]

1. We asked Atlassian, “Does their next higher version of Jira SM provide for more email integration functionality?
   1. Atlassian said, “This is already exists. See the "Receiving requests by email" in this Link” 
   2. Tommy: Go to that link. It says, “Set up a suitable request type with Summary and Description as required, visible fields. Any other fields must be optional.” 
   3. What does “any other fields must be optional” mean? It seems to imply that they can pick up other information from the email. This is important to investigate.

Please response tot he question number 3 above.

[Daniel Eads · Accepted solution]

Hi @Mua Ly ,

The other fields for the issue type must be optional, because the email channel can only process the Summary (populated from the email's subject line) and Description (populated from the email's body) fields. If other fields are required for the issue type, the email handler won't be able to create the issue, as it won't know what to put in those fields.

The only other fields you can affect directly via email are the Reporter and Participants, based on putting people in the To or CC fields of the email itself.

As @Foo Guan Sim - ServiceRocket mentioned, you'll need to use an app if you want to extend the email handling capabilities in Jira Service Management Cloud . You'd want to look at an app that has some way of delineating custom fields in the email body, or parsing out text to go into custom fields.

You could also consider using Jira's Automation to look through the body of the email (transformed into the Description field when the issue is created) and use regular expressions or pattern matching to find information and populate any custom fields you need filled out. The fields would still have to be optional or else issue creation would fail, but the Automation could save you some time in the long run if it's able to find the information you need in the email and put it in a custom field.

All that being said though, if you truly need some information provided during issue creation (if you're considering required fields), the safest methods to ensure that would be:

• Have people create issues using the customer portal
• Use the embed widget to put a way for people to create requests on another web page

Both these methods allow you to control which fields someone needs to fill out when they're creating an issue.

Cheers,
Daniel

[Mua Ly]

Thank you.

[Foo Guan Sim - ServiceRocket]

@Mua Ly I think you're in the wrong section of Community mate. This is the best place to get answers to your questions: https://community.atlassian.com/t5/Jira-Service-Management/ct-p/jira-service-desk .

Just to save you some time, the answer you are looking for requires JEMH. See: https://community.atlassian.com/t5/Jira-questions/How-Email-contents-are-mapped-to-the-issue-fields-what-should-be/qaq-p/419707

[Daniel Eads]

@Foo Guan Sim - ServiceRocket right on - I've moved this part of the thread from the original place it was posted to its own question in the Jira Service Management part of Community.

[Mua Ly]

Who can assist us with this question?

[Randy O_Neal]

I do not know.  My experience is limited to Jira Software; I have no experience with Jira Service Manager.