How to add comments under JSM tickets via email

[Manju Echoapps360]

Hi,

I want to know if there is any way for customers to add comments/attachments under a ticket via email for a Jira Service Management project. (without going to the portal)

Kindly help.

[Kian Stack Mumo Systems]

@Manju Echoapps360, 

Yes. If a customer responds to an email notification from JSM their comment will be added to the ticket.

Thanks,

Kian

[Manju Echoapps360]

Hi @Kian Stack Mumo Systems  Thanks for responding. 

It works,.But while creating an issue via email, how can I add the required fields in the mail content?

Thanks

[Kian Stack Mumo Systems]

@Manju Echoapps360, 

That you cannot do natively. Jira will consume the subject line as the summary, and the email body as the description of the ticket. Whoever the sender is will be the reporter.

In terms of setting any other custom fields, you could write automation rules that will search for specific regular expressions to extract the values from the description.

[Joseph Chung Yin]

@Manju Echoapps360 -

Take a look at the following reference page for the setup - https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.