JIRA Mail Handler - obtained Summary from filtering email content.


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:

  1. https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html
  2. https://developer.atlassian.com/jiradev/jira-platform/guides/email/tutorial-custom-message-mail-handler-for-jira


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

Status: New


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?


Thank you.



1 answer

Hi there,

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.

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