Not able to update multiple fields from issue creation via email

[chris cawley]

Looking to have email set fields in ticket creation.

I can update a field, but not multiple ones.

Scotch: Test

Type: Bug

Priority: High

{ "fields": { "Issue Type": { "name": "{{issue.description.match("Type: (.*)")}}" } "Priority": { "name": "{{issue.description.match("Priority: (.*)")}}" } } }

[Bill Sheboy · Accepted solution]

Hi @chris cawley -- Welcome to the Atlassian Community!

Where are you trying to use that JSON expression?  Is that for an automation rule? 

If so, please post an image of your entire rule, the action where that JSON is used, and the audit log details showing the rule execution.

Also, there are a few problems with the JSON:

• A comma is missing between the field entries for issue type and priority
• The expression tries to parse values using the match() function, and that could return a list of values.  Is that possible?  If not, perhaps add .first to always get a single item.
• Using the match() function, the regular expression is within quotation marks.  But entire expression is then wrapped within more quotation marks for the field, and so likely will not work.  Instead could remove the outer quotation marks and add the asJsonString function to the end: https://confluence.atlassian.com/automation/jira-smart-values-json-functions-993924865.html

Kind regards,
Bill

[chris cawley]

Thanks Bill.  That worked - still working through the kinks.

Happy New Year

[chris cawley]

Simple thing.  Create a request in ClickUp, fwd via email to Jira

and get reply with ticket number.  I did not see how to do it 

in Email This.  I have one direction going with multiple field

updates.

[Andrea Rákosfalvy]

Hi Chris,

The Email This Issue app needs to have an Incoming mail connection set up to an email account you have administrative access to (typically your company support email or similar). If this is already configured to be used by Jira with the Jira mail handler, I recommend creating a separate folder in the mailbox for testing purposes, and connect this folder to the app - then move your test emails (in an unread status) to this test folder to have our application process them.

For production use, we recommend against using the same email address both for Jira mail handler and Email This Issue handler (unless each is set up for a designated folder only), as it can cause confusion between which mail handler ends up processing the email.

Once you set up the connection, instead of forwarding the email to Jira, you'd forward it to this email address.

The email address needs to be linked up to the Email This Issue mail handler (link in the documentation I provided), which then creates the Jira issue according to the rules you set up - which should include the several "Set filed" actions to extract the information from the email body and add them to the required field.


Once the ticket is created, Jira notifications can be used to send the reply email with the ticket number, but you can also configure custom notifications within the Email This Issue application if you wish to use these instead of the built-in ones.

For ETI notifications you can use the outgoing connection you set up in Jira, but for better performance with notifications configured in our app we recommend setting up the outgoing connection in the ETI app too (the outgoing connections can use the same email address both in Jira and the Email This Issue app as these do not conflict).

I hope this helps.

Kind Regards,
Andrea

[chris cawley]

Inbound works fine via jira automation.

The issue is that clickup inbound email uses a link.

The link would need to be included in the send email

to reply to clickup up,  Not the inbound email account.

Thanks

Chris

[Andrea Rákosfalvy]

Hi @chris cawley !

Welcome to the community!

I am not certain where and how you are trying to set this up, it may help to post more details about the entire flow you are configuring to have a common understanding of your approach, as Bill also mentioned.

On the other hand, if you are open to using third-party apps for this requirement, the Email This Issue mail handler would be one to take a look at. Disclaimer: I do work for the app vendor :-).

In the app's mail handler you can use regular expressions to retrieve content from the email and set field values accordingly when creating an issue or updating it via email: Email This Issue - Mail handler - Set issue fields 

I hope this helps :)

Wishing you a joyful and prosperous New Year!

Andrea
META-INF Support

[chris cawley]

I was not able to get this to work on a local install.

Is there something that I am doing wrong.

Thanks

Chris

Happy New Year

[Andrea Rákosfalvy]

Hi @chris cawley,

Can you open a support ticket with us?

It would help us get a jump start if you included the following: 

• Were you able to configure an incoming connection, are the emails fetching and creating tickets
  
  • if no, include screenshots of the incoming connection settings, let us know who the mail provider is and screenshot any errors you see
  • if yes, please enable debug mode for it (Mail handler -> Edit), process a test email and include a screenshot of the Incoming Mail Log in expanded mode (this will show the handler actions and their result)
• screenshot of your full mail handler configuration
• screenshot of each set field action you have so we can see the exact regular expression you have added
• a test email where you are trying to extract the information from in .eml format

To just test the mail handler without linking it up with an actual connection, you can use the "Test handler" button, where you need to upload an email in .eml format.

I will keep an eye out for your ticket, but please feel free to address it to me and reference the thread as well.

Kind Regards,
Andrea