How to custom-parse raw email

[Gabe Cz]

Hi

We'd need to extract the reporter's email address (and/or also name but that's secondary) of the raw email and put it in a custom field.

Anyone knows how to?

[Andrea Rákosfalvy]

Hi @Gabe Cz

Based on the handler documentation, I do not believe this can be achieved with Jira's default mail handler. However, you can do it by using a third-party app or Automation.

With automation you can do something similar to the below setup: 

On an issue-created trigger, I am setting a multiline text field to include the reporter's email address and the reporter's display name. This is based on the assumption that the reporter is set as the actual sender (and not the default reporter due to lack of sender permission).

If you are open to considering a third-party app, I recommend taking a look at our Email This Issue app (I am part of the vendor support team): Email This Issue.

In the Email This Issue handler you can specify set issue actions that extract information from the email directly - regardless of the sender ending up as a reporter or not. You can save the participants email address or name in custom fields of your choice,  the participants being either or all of the to, from, cc, bcc header emails. You can find information about this in the following article: Setting fields.

I hope this helps :)

Kind Regards,
Andrea
META-INF Support

[Gabe Cz]

so it's a one-word thing like if the email address is smith@company.com then we only get smith.

[Joseph Chung Yin]

@Gabe Cz -

Are you using email to trigger JSM issue creation?  If so, by default, the issue reporter field should already populated with the sender's information.

Can you provide more details on your ask?  Example - What does your issue reporter field contains when an issue is created via the email route from your customers?

Best, Joseph Chung Yin

[Gabe Cz]

hi Joseph, thanks yes we are triggering new ticket creation via email. however since we've imported users only using their email addresses, the "Reporter" field only shows their email address before the at sign. sometimes it's hard to guess who is it. so i'd create a custom field just for internal use that shows the reporter's email address in email address format. short text actually. doesn't really have to do anything no need for it to be an email link or anything. simple as that: put email address of reporter in a custom field called "Reporter Email Address" is all we'd like to do.

i upload a screenshot but i have to blur out the name.