Updating issue / request type field through email notification

[Scott Simpson]

We are currently using the JIRA Service Management product. 

We would like to be able to use an automation rule that will allow the team to update a certain field through an email response. 

For example, the team receives notification that a new request was submitted. We want them to be able to select a field to update or send a response to the email with an account id that would update the account ID field on the ticket. 

[Shikha Verma]

Hi @Scott Simpson You can create automation

• Trigger: Incoming Email
  • Condition: Email body contains "Account ID:"
• Action: Edit Issue
  • Field: Account ID
  • Value: {{email.body.match("Account ID: (\d+)")}}

[Scott Simpson]

Thanks, let me give this a try!

[Scott Simpson]

Unfortunately, we do not have incoming email as a trigger available. 

[Shikha Verma]

@Scott Simpson Since the incoming email trigger isn't available, a workaround can involve using webhooks or external integrations to process email responses and update Jira issues (Set up an external service (like Zapier, Integromat, or a custom script on a server) to listen for incoming emails).
Configure the external service to send a request to Jira’s REST API

[Shikha Verma]

Also, you can use trigger: When: Issue Updated (this can trigger when a comment is added or when a custom field is updated via an email).
Add a condition: If the comment contains the Account ID.
Use a Regular Expression condition to extract the Account ID from the comment or email body.
Add an action: Edit Issue to update the custom field (e.g., Account ID field) with the extracted value.

[Scott Simpson]

Here is the use case. Maybe this will help explain what we have to do. 

The request type form is filled out by a customer via the portal that is exposed to external clients. When that form is submitted, it send an email to the team notifying them that a new issue has been created. 

I would like them to be able to edit the account id field directly from that email via the field or a comment left. 

[Bill Sheboy]

Hi @Shikha Verma 

What source of information led you to believe there was a rule trigger for incoming emails?  Have you ever used such a trigger in Atlassian Automation rules?

Kind regards,
Bill