A great question, I'll do my best to answer, Im afraid my response will be limited in length, you ask for too much detail, try JIRA if you need more - https://thepluginpeople.atlassian.net/browse/JEMH
We use Jira 6.1.6 and receive incoming mails through one account. Currently mails from the ticketing system arrive in a subfolder of this account that we can query with jira. It's always the same sender address.
Fine, but be aware that mail servers limit the concurrent use of a common mailbox. This matters if you expect to have more than, oh, 15 or 20 folders.
a) The related ticket ID is in the subject of the mail (long integer, should go to custom field), also information about the status (like “to be processed") that should be used to update or close an issue later on
Yes, JEMH has a Regexp Field Processor written to run targetted regular expressions on content, and can use such a remote ticket ID identifier in the subject, storing it in a custom field. If no issue exists with that custom field value, its created, subsequent ones are added as comments to the original issue. https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Regexp+Field+Processor
Depending on exact nature of text, some workflow advances are possible, they need to be a valid next-transition for the current issue state. The appraoch is to use JEMH Aliases to translate remote vocabulary to JIRA specific terms ( in this case to define a value for 'workflow' such that the key 'to be processed' mean to JIRA 'start progress' or similar). https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Aliases
b) The Body is HTML and contains several links. The one that starts withhttps://ticket.abc-... should be extracted, if possible, and added to a custom field in the jira issue
Using the Regexp Field Processor against structured content, its possible extract lots of text and map them to custom fields. Such processing is done after HTML is converted to 'text' (though JEMH actually can convert to wiki markup, thereby retaining the in-comment link as well).
c) The Body also contains more keywords (…under category “xxxxxyyyyy” -“longdescription" in the Ticketsystem ...) that should be integrated into custom fields
Get you regular expressions hat, you'll need it. Many regexp can be defined to capture content in fields this way.
d) One of the keywords in the body should be used to distinguish the Jira project to use for the issue
Hmm. JEMH has keyword matching for projects but its done differently with Project Mappings, I did remember a similar question/issue recently, and may have already made this interoperation work, need to check. In theory yes, project mapping by subject (or body) keyword is possible. https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Project+Mappings
e) The message has a certain urgency that relates to the priority of the issue
JEMH has limited support for elevating priority based on email priority, it could be imprpoved, needs a driving test case.
f) A custom text should be added to the issue as a comment depending on what is done, at least when it is created
By who, when, containing what? JEMH uses email 'content' or subset thereof for issue creation, it can prefix that content with some basic identifiers suchas email subject/to/cc/from. https://thepluginpeople.atlassian.net/wiki/display/JEMH/Customize+the+Comment+Header
g) The html should either be included or better converted to text only (if possible)
Email 'original' content can be attached in its transport state (unconverted by JEMH) so HTML will be loadable, or text. TEXT content tends to be much cutdown strucutrally if the sender created it in HTML. The sender may not send or include TEXT. The complete email can also be attached in its raw TEXT format, requiring a mail application to load it.
h) Notifications should be sent to several people on touching/creating an issue
JEMH has email transport notification support for non-JIRA users and JIRA users. As yet to go mainstream is support for other transports for those notifications (ie SMS, XMPP).
i) Roles like "watcher", "reporter" and "assigned to" should be set during the creation of a new issue
Yes, depending on defaults or project mappings.
j) It should be possible to use this within our own workflow in this project (only open and resolved status known known)
JEMH has a workflow postfunction for sending ad-hoc notifications that can be either static text or based on JEMH TemplateSets for customized content notification. The recipients can be manually entered or include the non-JIRA user custom fields as a source of email addresses. There are some limitations specific to the creation of the issue, but once created everthing will work as expected. https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+the+JEMH+Post+Function
I was just about to email you a question regarding integration other ticket system tickets and found this question and answer.
It answers everything for me but I am looking for a way to look up a header field in the email to search for. (this is in relation to section a) in your above answer.
We are currently using Request Tracker and it stores it's ticket id in a header field and also the subject line. I sometimes cannot rely on the subject line being intact due to the nature the users sending replies.
Does JEMH have any processors that can handle this?
Strictly, no. There is a 'X-JEMH Header' Field Processor that uses X-JEMH- prefixed headers as the key for Directives such that the following can be used:
But, the 'integration' of a remote system requires comment level association, which needs the 'ID'. The Regexp field processor is currently geared to solving that case and is currently able to extract the ID from subject or body but it does not yet allow headers to be included in the sources for that ID. Please log a feature request for that.
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