Ticket creation from email and Parsing email body to map custom fields

[Maryam Nadir]

Hi everyone,

I have an ask to create JSM tickets from email requests and to map custom fields with values(retrieved by parsing email body)

I want to know if this is something achievable in JIRA? is there any plugin that helps achieve this?

I am new to JIRA and hence any help would be greatly appreciated.

thanks in advance

regards

Mariyam

[Joseph Chung Yin]

@Maryam Nadir -

Based on my experience, by default the email body content will automatically be added to issue's description field and the email subject line will become the issue summary.

I believe you will need further customization (code development) or add-on (JEMH - https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud) for the customization setup using the add-on.

Keep in mind that it will be difficult to control what customer put into his/her email body content for mapping to custom fields. It is because there will be no nomenclature controls that you can enforce on user's email generation.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.