How to email into a specific issue without replying to an email?

[Michael Barnes]

We recently migrated from Jira on-prem.  One of the workflows I did was have powershell scripts email results into specific Jira helpdesk tickets. 

Can this still be done?  Before, I only needed to put the issue number in the subject - in our case, Ticket-??????.  However, I cannot figure out the pattern needed.

Thank you

Mike

[Joseph Chung Yin · Accepted solution]

@Michael Barnes -

I am assuming that you already configured the setup in your CLOUD env as described below -

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

If so, since you mentioned the process is done via your WF, who is the sender of the email to your JSM ticket?  The sender must be able to access your JSM project and access to your JSM ticket (i.e. Requested Participate because the account is treated as a customer).

Mentioning the ticket key should still work if the above holds true.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Michael Barnes]

The only thing I do not have are any special mail handlers. 

I send an email via our SMTP mail system to our Jira email address.  All these messages have the ticket key in the subject and are sent from our support email address.  These emails create new tickets instead of adding to an existing one.

Our support address is not on the specific issue.  I just tested and I have to add that address to the ticket before I run my WF.

Thank you for your help.