My team is considering implementing JIRA in our workplace.
Once of our needs is creating ticket from email which is supported by Atlassian JIRA product. I’ve referred to this link about configuring the mail handler and also creating my own handler:
My requirement is creating an issue in JIRA but not using the email’s subject as the issue’s summary. Instead, using part of the content as the summary. I’ll share more details about my concern. Below is the content of the email we received.
Subject of the email is: Level 3: Ticket INC009332222 has been created to your team
Ticket Number: INC009332222
Short Description: Setup new workplace
Case Type: Request
Priority: Level 3
Using the current mail handler, the new issue created will be based on the email subject. Will it be possible for us to make our own changes by filtering the content of the email to be the summary of the issue?
We would like to have something like this and mapping the Priority in JIRA to this issue priority
“INC009332222 : Setup new workplace”
Priority: Level 3
If such changes can be done, may I know if there’s any documentation available for us to make the changes? Also are we eligible to obtain Atlassian support when we have an issue upon configuration?
You should be able to do it either by creating your own handler, see here https://developer.atlassian.com/jiradev/jira-platform/guides/email/tutorial-custom-message-mail-handler-for-jira
You might extend one of built-in handlers in JIRA, for example CreateIssueHandler and modify the part where issue summary and text is created.
Alternatively you might want to look at 3rd party mail handlers available in the marketplace (like JEMH or any other), they might support such use case out of the box.
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 ...
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot