How to set Multiuser custom field from an incoming email using Email This Issue plugin

[serge calderara]

Dear all,

We are using Email This Issue plugin in order to create Jira issue based on an incoming mail body. This works fine so far

Now we have a request in order to parse email body and then set Multiuser picker custom field with the value of the body label

The format of the body is as below sample :

Expiration Date : xxxxx
Team : Operation
Owners : User1 , User2, User3

When we parse the Owners fields as we used to do for the others, we are not able to set the Jira Customer field Owners with value of users define in the email body

Does any of you have meet this scenario and able to share the solution ?

regards

Thanks

[Imre Madarász]

Hi Serge,

It is possible to set Multiuser picker fields from email content, but it is important to notice that you need the user's email address instead of the username. The email addresses should also be separated with a comma, like: test1@mail.com, test2@mail.com, test3@mail.com

If these conditions are met, then you can use a set field action to set the multiuser picker, by using values extracted from the email. A simple regular expression based on your example would look like this: 

^Owners\s?:\s?(.*)[\n\s]?

Please note that the above regular expression is meant to serve as an example based on the available information. The actual email might contain the text string differently, so if you are still experiencing issues, I would suggest opening a request on our support portal 

Best Regards,

Imre

META-INF (Email This Issue) support team

[serge calderara]

Hello @Imre Madarász , just for your information I have done the same body parsing with the email field and bind it to a simple Text field. Then the email address is correctly set to given text field

Next I simply change the Jira field to be user picker ( Whatever type ) as single and use the same parsing. The field then is not set

Are you able to explain why ?

For your information I already have an open ticket to support as  :
https://metainf.atlassian.net/servicedesk/customer/portal/1/SD-46505

I am sorry to say that I am quite disappointed about it

Thanks for sharing

[Valerie Knapp]

Hi @serge calderara , thanks for your post.

Have you already checked the product documentation? There is a section here which explains how to configure multi user custom fields - https://docs.meta-inf.hu/email-this-issue/email-this-issue-for-jira-server-data-center/documentation/incoming-emails/next-generation-mail-handlers#nextgenerationmailhandlers-setissuefieldssetfieldaction 

If you are still having trouble, I would open a ticket to the vendor. In the past, they have been really helpful when I was trying to configure some complex requirements - https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=datacenter&tab=support 

Best wishes

[serge calderara]

hello @Valerie Knapp , 

For my scenario I have make a test by parsing same body field with email and bind it to a Text custom field. Then the field is properly set with the email address.

As loog as bind it to any user picker field ( multi or single ) with same parsing then it failed 

I am quite disappointed with there support actually

[Marc - Devoteam]

Hi @serge calderara 

This is an option I think EMail tis Issue can't perform, you would need to get the users from the description via automation and then get the email address or user name via the API or advanced JSON edit in an automation, depending on the data in the description.

[serge calderara]

hello @Marc - Devoteam , did you get official confirmation from the vendor that it is not working ?
I am strugling for week with that and theire support is really poor.

As a test I set the same email parsing to a simple text field and the correct value of the email is set but as soon as I change to a user picker field , nothing happen

Thanks for sharing

[Marc - Devoteam]

Hi @serge calderara 

I have no contact on this with the vendor.

The option @Valerie Knapp suggested works, but getting email address from a description (text) is always tricky.

Also if the email addresses are from existing customers in Jira, a field picker, can't be set until these email addresses are related to a customer.

[serge calderara]

@Marc - Devoteam I manage to get it working for some reason of course as long as the user in the email body have a jira licence in my scenario

[Marc - Devoteam]

Hi @serge calderara 

That is what I mentioned.

Using a user picker field requires the user to exist, you can't use mail addresses for not registered users.