Email Requests > Custom Fields

[Ruby Cevallos]

Hello,

We receive JSM email requests into our project.

Is there a way I can use an automation to extract keywords from the Summary and Description to assign other Custom Field values?

Cheers!

[Septa Cahyadiputra]

Hi @Ruby Cevallos

Welcome to the community, apparently this question has been asked before. One of the example is this answer by Vronik:

https://community.atlassian.com/t5/Jira-Service-Management/Create-ticket-with-custom-field-via-email/qaq-p/2637843

Her answer was:

• https://community.atlassian.com/t5/Jira-Software-questions/using-jira-ticket-create-from-email-update-fields/qaq-p/1075225
• https://community.atlassian.com/t5/Jira-Service-Management/from-e-mail-request-to-JIRA-custom-fields/qaq-p/2365112
• https://developer.atlassian.com/server/jira/platform/adding-custom-fields-to-email/
• https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

In a nutshell, this is not possible to be done in Jira out of the box as Jira process the e-mail by "summary" and "body". You could processed the body using regex to extract information and use it.

Alternatively, you could use "Email This" app from Atlassian Marketplace.

hope it helps.

regards,
Septa Cahyadiputra