How can I define priority when creating issues from emails?

[Peter Straub]

We want to create service desk issues from emails sent by the customer's incident management system.

The customer service desk acts as a 1st level support and our service desk as 2nd level support. The customer service desk will create issues in their own incident management system and assign an initial priority too. This priority is SLA relevant and must be set when creating an issue in our JIRA based incident management system.

Is there a way to define the priority when creating issues from emails?

[Elisa [Atlassian] · Accepted solution]

Hi Peter, 

Unfortunately not. We have already created a bug report regarding this matter: https://jira.atlassian.com/browse/JSD-1440. Please feel free to add your comments and vote for it to make it more noticeable to our developers. Also refer to Implementation of Bug Fixing Policy for more information on Atlassian's approach to the development of these bugs fixing.

A workaround would be to bulk edit those issues by priority. :/

Sorry for the inconvenience!

[Etienne Janse van Rensburg]

how can we set priorities on tickets when created via the email portal? 

[REEF Solutions]

Is there any way to set priority via email in the latest build of JIRA and Service Desk?

[Peter Straub]

Hi Elisa,

Thanks for your answer. I'm looking for a solution that allows me to set a priority in the email that is sent by the customer's incident management system and that is correctly interpreted by JIRA setting the correct priority in the JIRA project. This priority will eventually be used in the JIRA Service Desk for controlling the SLA parameters, e.g. time to resolution.

I found two "Advanced Mail Handler" plugins, which would solve the problem (https://wikis.web.cern.ch/wikis/display/JMH/JIRA+Advanced+Mail+Handler and https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui). But we'd like to have it solved without installing yet another plugin.

I'm not sure whether the above mentioned bug (which is already fixed) will solve my problem.