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How to get email communications in a ticket without having to copy and paste?

Patrick Tallon
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Nov 20, 2023

Is there a way that if we put the ticket number in the subject line of an email that it will get automatically put into a ticket?  

2 answers

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Nic Brough -Adaptavist-
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 20, 2023

Welcome to the Atlassian Community!

Yes.  You will need to:

Set up an email handler in Jira to read an email inbox, configuring it to "create or comment" in a project.  For Service Management projects, they're a little different, they have an "email channel", but it is similar.

If you put an issue key into the subject of an email and send it to the email the handler or channel is monitoring, then the email will be processed.

  • If the given issue key exists, Jira will add the body as a comment (for any project, not just the one the handler is configured for)
  • If it does not, then Jira will create a new issue in the configured project

I usually save the email as a pdf and attach it to the Jira issue.

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