I know JIRA has a mail handler option that it will read an email and create a ticket in a specific JIRA Project. My question is how truly customizable is this? We have our customers send emails in a certain template in the body. Can I map those fields so the handler will know to fill in that field in JIRA? Or is there possibly a plug in that may be suited for this?
Yep, JEMH has various incoming mail formats supported, however, there is still flexibility to support 3rd party formats. It works best for system generated emails that generate consistent content structure, then, it becomes possible to Use the Regexp Field Processor to capture bits of text from the email, and map them to JIRA fields.
When dealing with definitions that are applicable only in the remote system, eg "business impact : really high", then JEMH can also Use Aliases to map from the external value of 'really high' to a JIRA specific value such as 'Blocker', allowing a translation and application to a standard JIRA field like Priority.
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