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When creating an issue via email handler, can I add CC and TO to the body of the email/subject

David Wilsher

Hi there,

I've been struggling with getting Jira up and running so I can demo it and ClickUp to my company as a alternative choice to FogBugz. The biggest hurdle that I'm having is setting up email so that when a customer emails us it creates an issue. Now, I currently have that, but the problem is that it completely eats out everything that isn't part of the body. The reason that this is an issue is because for our customers there is a possibility that multiple people will be CCed throughout the support and using the 'Request participants' doesn't always work because we need to track emails that may be a subset of that group as it could be sensitive information that not everyone of the original CC needs to know about.

So the current way I'd like to handle it is instead have any email tied to this case will show NOT just the subject, but will also include the TO: FROM: like you would typically see in an email. Please let me know if this is possible or if I need to use a different product or abandon Jira altogether.

This is a long way of saying, "I need the TO and FROM portion of the email that created/adds this issue to be included, not just the body of the email.

Accepted answers

Nic Brough -Adaptavist-

I'm afraid that the previous answer was written by an AI that has no understanding of how Jira works. It's talking rubbish, and inventing functions that are not there.

The standard email handlers in Jira can only process some parts of an email - they can map:

a couple of priorities
subject to summary
body to description
accept attachments
from to reporter (if the email is known to be a Jira user)
cc's to watcher and/or assignee

Also, because of the ways the handler works, Jira doesn't see any need to map the "to" - the handler listens to mail sent to a single address. (This, of course, fails if you're using aliases)

If you want to work with other parts of the email, you'll need to find or write a new email handler to do it.

All comments

Deepak Rai_r5xvri

Yes, it is possible to include the TO and FROM information in the issue created by an email in Jira. Here's how you can do it:

In Jira, go to "System" > "Email" and make sure that the email settings are correctly configured and that the email server is able to receive and process emails from your customers.
In the "Incoming Mail" section, create a new mailbox and set it up to process emails from your customers.
In the "Create Issue" section of the mailbox configuration, you can use the "Advanced" tab to customize the fields that are populated when an issue is created from an email.
In the "Advanced" tab, you can use the "Field Mapping" section to map the TO and FROM fields in the email to the appropriate fields in the Jira issue.
Save the mailbox configuration and test it by sending an email from your customer to the mailbox to create a new issue. The TO and FROM fields should now be included in the issue.

I hope this helps! Let me know if you have any further questions or need more guidance.

David Wilsher

I'm glad to hear that what I'd like to do can be done.

I seem to be struggling on your third(3) step in that I can't seem to find the 'Create Issue' section of the mailbox configuration. Is this something I'd be able to see/access on the free version (I don't mind upgrading if so)?

David Wilsher

Spent a good portion of yesterday trying to figure something out and can't find anything that eludes to the third(3) step and beyond. I'll show you what it looks like on my end.

I sadly don't see where I go from here.

System_Settings_Mail_IncomingMailHandler_CreateIssue.png

I'm hoping there is still a way to get the TO/FROM fields to appear. I very much like how Jira handles most of the requirements we need in comparison to competitors. Problem is that this is non-starter if it can't do what we'd like.

Nic Brough -Adaptavist-

I'm afraid that the previous answer was written by an AI that has no understanding of how Jira works. It's talking rubbish, and inventing functions that are not there.

The standard email handlers in Jira can only process some parts of an email - they can map:

a couple of priorities
subject to summary
body to description
accept attachments
from to reporter (if the email is known to be a Jira user)
cc's to watcher and/or assignee

Also, because of the ways the handler works, Jira doesn't see any need to map the "to" - the handler listens to mail sent to a single address. (This, of course, fails if you're using aliases)

If you want to work with other parts of the email, you'll need to find or write a new email handler to do it.

David Wilsher

Would you be able to point me in the right direction for going about writing a new email handler? Not necessarily how, but the tools and where I need to config JIRA to allow it.

Nic Brough -Adaptavist-

https://developer.atlassian.com/cloud/ is the getting started place for development!

But I'm not sure that might be good for you - there's a lot there, a steep learning curve.

I would look to the marketplace for email processing programs. - https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview is the one I've used most to do clever email stuff.

David Wilsher

Thank you for your help Nic. I'll take a look at both and see if I can't get some help internally to find someone who can help create a plugin for ourselves or just look into the marketplace.

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