Template dropdown list to answer a ticket

[Katerine Meneses]

Hi all!!!

the clients that use my service desk don't like to use the web to create jira tickets, they create them with an email. I want to improve my process of understanding the issue with a template with some basic info such as asking for priority, system affected... that will be sent to them once they create a ticket, is there a way to do it?

Thanks in advance

[Earl McCutcheon]

Hello @Katerine Meneses ,

Welcome to the community.

When it comes to e-mail there are only three parts that come through that can map to a field in Jira:

• Summary: E-mail Subject

• Description/Comment: E-mail Body

• Request Participants/Watcher: Cc address

So simply based on how an email is formatted there are no options to have any other fields created or modified by email with default configurations in Jira.

To add extra fields, you will need to use an app like the app Email This Issue, That notes  you can add new fields and custom fields in the e-mail body with a specific Syntax in the product overview on their marketplace listing,  But I also recommend comparing it with other Email related apps in the marketplace to make sure you find the right one to fit your needs:

• https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=email

Alternatively, you could look into Automation Rules to look at the content of the Description or comment fields with an Advanced compare condition on an issue created and issue updated trigger where you could Compare two values, using smart values and regular expressions.   You could do this using a list of keyword searches to attempt to update to the desired status, as an example, the expression "(Server Down|please escilate|critical)" could look for these phrases and execute an escalation transition if found in a reply, however, I would recommend against this as it would have a high potential for having false positives, and would require complex lists of regular expressions to maintain based on your needs leading to a lot of manual overhead.

Hope this information helps.

Regards,
Earl

[Boris Berenberg - Atlas Authority]

Earl is right about using apps from the Marketplace to help extend email customization. The app we make, Notification Assistant for Jira features a drag and drop editor for templates, attachments placed directly on the email, support for project level configuration, and more. Let me know if you have any questions.