JIRA: Create issue from emails

I have same question on stackoverflow, this is probably better place for it.

We are using JIRA to handle support requests, they are logged with same issue type (a customized type: Support Tasks) and created by users.

These support tasks are in different areas and handled by different teams. Users will able to specify which area they are in by select a component when they create support request from web UI.

Now, we would love to allow user create support task by simply sending emails. The email handlers can only configure issue type. We could create more issue types in the project, but it seems to be messy.

Any suggestions?

2 answers

Hi Clark. 

If you don't mind use multiple handler, you can use Enhanced Mail Handler below to specify component/s on generated issues. 


hope it helps!

0 vote

That really does sound like you should create more issue types - a lot of configuration of JIRA hangs off the issue type, so you have a lot of flexibility if you have several types.

However, as you've spotted, the built-in mail handlers are weak and only allow for one issue type, and don't really do much field handling.  You could set up several mail handlers with different email addresses.  

But I'd always reach for JEMH if you want a single mail address and clever processing of incoming mails:  https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui  

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,305 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot