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Table of Contents

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Email This Issue Mail Handlers add a lot more on to this, in order to implement sophisticated email processing:

  • Initialize issue fields from email content
  • Execute workflow transitions
  • Filter emails depending on content (e.g. spam)
  • Save Senders and Recipients to custom fields
  • Content splitting on multiple regular expressions
  • Send auto-reply emails


Note

As of now (version 8.0.4.1) there are two kinds of Email this issue mail handlers: Classic and Next-gen mail handlers. This documentation is for configuring Classic mail handlers. For the next-gen documentation, please follow this link.

Configure Classic Mail Handlers

Classic Email This Issue Mail Handlers are composed of two components. The two basic steps to configure a mail handler are:

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Note
titleSimplified Configuration

If a Mail Handler Context is not added, one is created upon the first email being processed with default settings. 


The handler type must be set to Email This Issue Mail handler in Jira.
Below is an example for Jira's Incoming Mail Handler with Email This Issue Mail Handler exampletype:

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Mail Handler Contexts

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Mail Handler Contexts are used in conjunction with the JETI Mail Handlers. If you set up the handler to create issues in the project "MyProject" of issue type "Bug", there must be a Mail Handler Context configured to match this combination, e.g. a Mail Handler Context configured with project "MyProject" or issue type "Bug" or both.

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Mail Handler Context Attributes

AttributeDescriptionRequired
ProjectScopeProject: to which the context applies. If left empty, context applies to all projects.
Issue Type: to which the context applies. If left empty, context applies to all issue types.		(error)
Issue TypeIssue Type: to which the context applies. If left empty, context applies to all issue types.(error)
Email Processing Strategy

Determines how Email This Issue Mail Handler processes incoming emails.

There are various strategies available out-of-the-box:

  • Create Or Comment Issues: either create a new issue or comment on it. It supports Split Regex (see below)
  • Create Or Comment Or Link Issues: either create a new issue or comment it if the issue matches the given JQL criteria, otherwise Create a new issue and link it. It supports Split Regex (see below).
  • Always Add Comments: find a related issue for each email and if found, comment it. It supports Split Regex (see below)..
  • Always Create Issues: create new issues for all incoming emails.
  • Service Desk Create or Comment
  • Create Issues or Email Log: No comments will be added.

All strategies also do the following (if configured to do so):

  • Execute transition on the issue: if enabled, the mail handler executes a workflow transition on the issue (read on for more details)
  • Initialize Issue Fields: if enabled, the mail handler looks up a Field Context and applies its field rules to initialize issue fields.
  • Override Issue Lookup: if enabled, the mail handler looks up a Field Contextand applies its issue lookup field rules to find the issue that can be associated with the incoming email.
(tick)
Mail Handler EventAn issue event that is fired for each incoming email that the mail handler processes.(error)
Acknowledge New IssuesIf an email template is selected here, it will be used to generate auto-acknowledge emails when a new issue is created from an email.(error)
Acknowledge New CommentsIf an email template is selected here, it will be used to generate auto-acknowledge emails when a new comment is added to an issue from an email.(error)
User Recipients

This attribute determines how the mail handler should treat users recognized as recipient email addresses.

Options are:

  • save as watchers in the issue
  • save them in the selected user picker field
  • treat them as email addresses and save the email addresses in the recipient fields (see below)
(error)
Sender FieldThe custom field selected here will be used to store email addresses of the email's senders(error)
Recipient FieldThe custom field selected here will be used to store email addresses of the email's recipients(error)
Copy Recipient FieldThe custom field selected here will be used to store email addresses of the email's CC recipients
(error)
Email Address ExclusionEmail addresses (one per line) entered here are not saved in the sender or recipient fields. Supports regular expressions, to ensure your email address exclusion will not run into problems. Include (?i) at the beginning of the email address for safety.(error)
Split RegexRegular expressions (one per line) entered here are used to split the email body by a delimiter. See more details below.(error)
Jira Mail Strategy

Specifies how to treat emails sent from the current or another Jira instance. Options are available to accept or ignore these emails.

Note

Please be careful to avoid email loops when sending emails between Jira instances.



Ignore Issue ID in Email Headers

By default, Email This Issue checks for the "In-Reply-To" and "References" email headers for Jira IDs if no issue keys appear in the email subject. If such an issue ID is found, it comments the issue.

By enabling this option you can override the default behavior and make JETI ignore these email headers. It can be useful to prevent confusion when an email sent from Jira is replied or forwarded back to Jira. In such cases, the seemingly unrelated issues may be commented on. If this checkbox is turned on, JETI will only use the email subject and its own Issue Lookup Field Rules to process emails but will ignore the invisible email headers.


External Email SendersSpecify how to treat emails sent from email addresses not registered as users in Jira. Options are to accept the mails for processing or to ignore (leave in the mailbox) these emails. If you want to prevent the situation that practically anyone could pollute your Jira instance by sending emails, simply set this option to Ignore.

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