Example email for email-to-case

[Akash Sharma]

I am looking for an example email to enable email-to-case.

I have this email (epc@clearblade.atlassian.com - left of pic) and Request Type (right of pic) created:

The incoming emails will be sent by a bot in a different ticketing system. Our partner is able to configure the bot to format the sent email in any way we define, but it can only send emails (not HTTP calls etc.).

I just need a simple example email showing how one of these fields (e.g. 'Components') should be inserted in the email body in order to be parsed out successfully by JIRA to create an issue.

[Trudy Claspill · Accepted solution]

Hello @Akash Sharma 

The email processor for JSM cannot parse the email as it is received to put the data into different fields when the issue is created. It will put the Subject of the email into the Summary field, and the Content of the email into the Description field.

If you want the Content of the email parsed and used to populate other fields in the issue/request then you will have to do that after the issue creation is completed. You could use an Automation rule with the Issue Created trigger to handle that process.

If you can dictate the format of the email content then I recommend that you tell them to put at the end of the email:

keyword: component-name

You would need to make sure you specified a value for keyword that is unlikely to be used anywhere else in the email content.

In the Automation rule you could extract the component-name from the Description using the substringAfter() function:

{{issue.Description.substringAfter("keyword: ")}}

And use that to set the value of the Components field.

If the content needs to be able to specify multiple Component values, I would recommend a comma separate list. You could iterate over the comma separated list with a For Smart Value branch, using an Edit Issues action to add each value to the Components field.

[Bill Sheboy]

Hi @Akash Sharma 

Adding to Trudy's suggestions...

If you expect multiple Component values and want to add them to one issue, rather than using an advanced branch with several issue edits, I recommend adding them all at once using a single edit with JSON.  This will reduce the risk of errors / update collisions and improve the performance of the automation rule.

Please look here to learn more about that technique: 

• https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/#Components
• https://support.atlassian.com/cloud-automation/docs/jira-smart-values-lists/#Combined-function-examples

Kind regards,
Bill

[Akash Sharma]

Thanks a lot @Trudy Claspill and @Bill Sheboy! Much appreciated!

[Akash Sharma]

OK, I thought the rest would be easy but it is not. I am actually starting with a very simple single string. So in the incoming email body we would have this:

SystemKey: someString

So the keyword is SystemKey and the value is someString (with preceding whitespace removed).

I believe I'm able to use the substringAfter properly. But I am unable to set the value to a field called System Key. But that field always appears blank even though the email body clearly has the content.

I am trying to use this rule. What am I doing wrong?

[Akash Sharma]

Hmm. Seems I have been flagged as a "Mail Loop"? How does one test these things without getting flagged?

[Trudy Claspill]

This page talks about dealing with the Potential Mail Loop issue.

https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

What are the details of your For branch?

What type of field is System Key?

You can use a Log action to print the value of varSystemKey into the rule Audit Log to see it contains the value you expect.

Can you provide a screen image of the output written in the rule Audit Log for the next execution if you don't get the results you expect.