JIRA Email Handler - Custom Requirement

As per the documentation, Email Handler process the emails as below :

  • The subject  of an email message is examined for an existing issue key:
    • If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.
    • If an issue key is NOT found in the subject, the in-reply-to header  is examined:
      • If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.
      • If the email message is NOT found to be a reply, a new issue is created.   ------> The issue is created with entire email thread copied to description field .Our Requirement here is , when the new issue is created, we want the indiviual responses/replies in the email thread to be created as indivisual comments rather than pasting the entire thread into description field.

Rest of the behaviour need not to be changed.

Is this something which we can aheive using custom email handler?

I know that using some third party add-ons like Suite utilities and Workflow toolbox, we can copy the description field content into comment field. However, this is not suitable for our need as it will be applied to all the emails. Is there any other way we could implement this?  

Thanks!

1 answer

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You could write your own email handler to do your more involved business rules. 

Gonchik Tsymzhitov Community Champion Jun 21, 2017

But what about parse html emails?

Same answer - your own email handler could parse emails of any format.

Gonchik Tsymzhitov Community Champion Jun 21, 2017

:) But I thought already has good library for work with.

Thank you 

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