Email This Issue
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Email This Issue - for Jira Server/Data Center
Email This Issue - for Jira Server/Data Center
  • ⬇️Start Here
  • Email This Issue - for Jira Server/DC
  • Features
  • Secure the email channel with Email This Issue
  • Comparing Email This Issue and Jira Server/DC
  • 🤓Documentation
    • Outgoing Emails
      • Sending manual emails
        • The difference between email editors
        • Enabling template categories so templates can be chosen on the Email screen
        • Mail Generation Queue (formerly called Event Queue)
        • Manual Email Default Settings
      • Sending issue filters by email
      • Email templates
        • Adding custom macro to email templates
        • Adding Email Audit Log to email templates
        • Adding fields to email templates
        • Adding issue comments to emails
        • Adding issue link information to your template
        • Adding issue operation links to the email
        • Adding a signature with a company logo to emails
        • Adding user properties to emails
        • Disabling links and avatars or icons in templates
        • Formatting Date and Time values
        • Using reply templates
        • Using Mail Body Initializer templates
        • Rendering templates within templates
        • Velocity Context in email templates
        • Formatting number values
        • Searching for issues in email templates
        • Changelog information in email templates
        • Canned responses
      • Contexts
        • Context Resolution Algorithm
      • Event Notifications
      • Distribution lists
      • Workflow post functions
      • Custom fields
    • Incoming Emails
      • Attachment Filtering
      • Next Generation Mail Handlers
        • Jira automation and Next Generation Mail Handlers
        • Using regular expressions
      • Classic Mail Handlers - Deprecated
        • Mail Handler Error Log
        • Step-by-step Classic Mail Handler to Next Generation Mail Handler migration aid
        • Field Rules
        • Phasing out the Classic Mail Handler
        • Comparing the Classic and the Next Generation Mail Handlers
    • Integrations
      • CRM for Jira
      • nFeed
      • Glass Documentation
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    • Administration
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      • Incoming Mail Log
      • Backup and restore settings
        • Backup and restore administration
          • Backup menu
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        • Backup and Restore Tutorials
          • Backup and restore for empty email settings
          • Backup and restore only parts of a configuration
          • Backup and restore every setting in the same instance
      • OAuth2 Authorizations in Email This Issue
        • OAuth2 Client Credentials
        • Authorizing Email This Issue to access Gmail accounts
        • Authorizing Email This Issue to access Microsoft 365 accounts
        • Enabling OAuth2 Authorization in your Google Account
        • Enabling OAuth2 authorization in your Microsoft 365 account
        • Troubleshooting guides for Microsoft OAuth2 Connections
          • How to fix "Authorization Was Interrupted" error
          • How to fix "BAD User is authenticated but not connected" error
          • How to fix "401 Unauthorized" error
          • How to fix "key expires_in " error
          • How to fix "Need admin approval" error
      • Alerting via Webhooks
        • Webhooks
          • Configuring Slack to receive webhooks
          • Configuring OpsGenie to receive webhooks
        • Webhook execution logs
      • Email Security
    • Service management integration
    • JQL Functions
    • Top-level menu navigation
  • ☁️Server to Cloud Migration
    • Server to Cloud - Automatic Migration tool
    • Server to Cloud - Manual migration guide for Email This Issue
      • Overview of available features
      • Differences of the Server and Cloud user interface
      • Migrating Outgoing Settings
        • Migrating Templates
        • Migrating Notifications
        • Migrating Manual Email Defaults
        • Migrating Contexts
        • Migrating Canned Responses
        • Migrating Post Functions
        • Migrating Outgoing Mail Connections
      • Migrating Incoming Settings
        • Migrating Classic Mail Handlers
        • Migrating Next Generation Mail Handlers
        • Migrating Incoming Mail Connections
        • Migrating Incoming Mail Queue Settings
        • Migrating Incoming Mail Log Settings
      • Migrating Other Settings
        • Migrating OAuth2 Credentials
        • Migrating global default email settings
        • Migrating permissions for sending emails manually
        • Migrating recipient restrictions
  • ❓FAQ
    • FAQ
      • How to bypass workflow conditions
      • How to avoid email loops
      • How to control who to send emails to
      • How to customize Email From in outgoing emails
      • How to enable logging
      • How to install license keys
      • How to find out why the Email button is missing
      • How to obtain a community or non-profit license
      • How to prevent duplicate emails
      • How to remove old content from reply emails
      • How to send personalized emails to recipients
      • How to set up auto-reply or acknowledgment emails
      • How to track cases when you don't get any emails
      • How to view the log of incoming and outgoing emails
      • The iOS Mail app does not show attachments
      • How to route emails to projects
      • How to maintain email threads in Jira
      • How to fix issues with a corrupt index state
      • How to set polling interval for mail accounts manually
    • Tutorials
      • Configuring email approval
      • Customizing the email template used with manual emails
      • Enhance Jira Service Management with Email This Issue
      • Getting Started
      • Setting up an Email Help Desk
      • Setting up customized notifications
      • Setting up a Service Management with a Next-Gen Mail Handler
  • 🌪️Misc
    • Open Source Components
    • Pricing Updates
      • Pricing Update effective October 1st 2018
      • Pricing Update effective December 1, 2021
    • End of Support Policy
    • Security Advisories
      • Email This Issue Security Advisory 2020-02-18
    • Database Tables
    • Translations
  • 🆕Release Notes
    • Release notes
      • 9.x.x
        • 9.15.0 Jira 10 compatibility
        • 9.13.0 Improvements and Fixes
        • 9.11.0 Improvements and fixes
        • 9.10.0 Major improvements and fixes
        • 9.9.1 Improvements and fixes
        • 9.9.0.2 Major improvements and fixes
        • 9.8.0 Improvements and fixes
        • 9.7.0 Improvements and fixes
        • 9.6.0 Improvements and fixes
        • 9.5.0 Improvements and fixes
        • 9.4.0 Bugfixes
        • 9.3.3. Improvements and fixes
        • 9.3.2 Major improvements
        • 9.3.1 Automatic cloud migration
        • 9.2.2.1 Bugfixes
        • 9.2.2 Improvements and fixes
        • 9.2.1.3 Compatibility changes for Jira 9.0.0
        • 9.2.1 Major improvements
        • 9.2.0 Improvements and fixes
        • 9.1.1 Improvements and fixes
        • 9.1.0.1 Alerting and other major new features
        • 9.0.2 Bugfixes, next step in deprecating the Classic Mail Handler
        • 9.0.1 Minor improvement and fixes
        • 9.0.0 Major improvements
        • 9.12.0 Improvement and fixes
        • 9.17 Improvements and Fixes
        • 9.18.0 Improvements and fixes
      • 8.1.x
        • 8.1.3 Classic handler is deprecated, timezone support, bug fixes
        • 8.1.2 Important bug fixes
        • 8.1.1 Microsoft 365 OAuth2, improvements and fixes
        • 8.1.0 Microsoft 365 OAuth2, improvements and fixes
      • Up to 8.0.6
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On this page
  • Configuring Classic Mail Handlers
  • Mail Handler Contexts
  • Split Regex Support
  • Email processing strategy
  • HTML content preserved with inline images
  • Execute transitions on issues
  • Blacklisting
  • Fallback to Default Reporter
  • Fire Event

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  1. Documentation
  2. Incoming Emails

Classic Mail Handlers - Deprecated

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Last updated 9 months ago

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Mail Handlers in Jira provide basic functionality to create issues or comments from emails. In most cases, it's out-of-the-box native functionality is limited.

Important: As of version 9.2.0 Classic handlers have been deprecated and do not work anymore. Switch to Next Gen handlers as soon as possible.

For the Next Generation Mail Handler documentation, click .

For a comparison between Classic and Next Generation Mail Handlers, click .

Configuring Classic Mail Handlers

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

  1. Adding a Mail Handler in Jira's Incoming Mail Page to hook into the Jira API that passes the downloaded email messages to the handlers

  2. Adding a Mail Handler Context in Email This Issue to fully configure the rich functionality that comes with the addon

Note: 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. The following image is an example for Jira's Incoming Mail Handler with Email This Issue Mail Handler type:

Mail Handler Contexts

Mail Handler Contexts just like any other "Contexts" in Email This Issue are used to add configuration in a flexible way depending on Project and Issue Type. You can define "broad" contexts that are applied to all projects and/or issue types (in this case, leave the project and/or the issue type fields blank).

Mail Handler Contexts are used in conjunction with the Email This Issue 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.

Mail Handler Context Attributes

Attribute
Description
Required

Scope

Project: 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.

Email Processing

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 Management Create or Comment

  • Create Issues or Email Log: No comments will be added.

Handler actions (available for all the above strategies):

  • Executes workflow transition on issues: if enabled, the mail handler executes a workflow transition on the issue (read on for more information).

Acknowledge Incoming Emails

Event: An issue event that is fired for each incoming email that the mail handler processes (read on for more information).

Acknowledge New Issues: If an email template is selected here, it will be used to generate auto-acknowledge emails when a new issue is created from an email.

Acknowledge New Comments: If 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.

Senders and Recipients

Sender Email Address Field: The custom field selected here will be used to store the email address of the email's sender

Sender Name Field: The custom field selected here will be used to store the name of the email's sender

User Recipients: This attribute determines how the mail handler should treat users recognized as recipient email addresses:

  • Add to watchers: save as watchers in the issue

  • Save to multi-user picker field: save them in the selected user picker field

  • Treat as email addresses: treat them as email addresses and save the email addresses in the recipient fields (see below)

Recipient field (To): The custom field selected here will be used to store email addresses of the email's TO recipients

Recipient field (Cc): The custom field selected here will be used to store email addresses of the email's CC recipients

Advanced Settings

Email Address Exclusion: Email addresses (one per line) entered here are not saved in the sender or recipient fields (useful to save the mail handler address here to avoid mail loops). 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.

Split Regex: Regular expressions (one per line) entered here are used to split the email body by a delimiter (optionally the original incoming email as well). See more details below.

External Email Senders: Specify 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.

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 on the issue.

By enabling this option you can override the default behavior and make Email This Issue 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, Email This Issue will only use the email subject and its own Issue Lookup Field Rules to process emails but will ignore the invisible email headers.

Split Regex Support

Multiple regular expressions can be entered in the Mail Handler Context.

Split regex support works the same way as Jira's but Email This Issue supports multiple expressions not only one expression.

An example regex that many users successfully use is:

/\s*From:|___.|On .wrote:|----Orig.|On .(JIRA)./

Note: Split regex may match HTML tags in HTML emails.

Email processing strategy

If you configure Email This Issue Mail Handler in the Incoming Mail section of Jira's Administration page, you must add a corresponding Mail Handler Context to fine-tune your mail handler.

The following image is an example for a fully configured Classic Mail Handler:

HTML content preserved with inline images

The Classic Mail Handler retains the HTML layout and content of the incoming emails including inline images. Send an HTML formatted email to Jira and see the original content and layout in the issue.

Important: This feature only works if the Issue Description and Comment fields are configured with the JEditor Renderer type. This requires JEditor to be installed and licensed properly in Jira.

Execute transitions on issues

The Email This Issue Mail Handler can execute a transition on the issue that is associated with the email that is being processed.

The transition to execute is identified by a transition property called jeti.on.email.transition. Add this property to the transitions in the statuses of the workflows, set its value to "true". Email This Issue executes the first transition that has this property in the status the issue is in. You must also enable the "Execute transition" attribute in the Mail Handler:

Example use cases for this feature

Use Case #1: Email This Issue mail handler is processing an email that is associated with an Issue that is Closed. Email This Issue besides adding a comment to the issue may also execute a "Reopen" transition to reopen the issue for further investigation.

Use Case #2: Email This Issue is processing an email and creates a new issue in status Open, and after the issue is created it executes a transition to move the Issue to a new status called "Raised via email".

Blacklisting

Email This Issue Mail Handler skips processing emails sent from blacklisted domains or email addresses. Items on the blacklist are regular expressions. If the sender's email address matches any of the regular expressions, the email is not processed.

If you configure the Mail Handler in Jira Administration / Incoming Mails with the forwarding email option, then Email This Issue will forward the skipped emails to this address.

The blacklist is maintained in the Configuration tab of the Email This Issue Admin screen:

Fallback to Default Reporter

Email This Issue Mail Handler falls back to the Default Reporter when Jira users who send an email do not have permission to create or comment on the project. Jira would simply skip these emails, while Email This Issue imports them with the default reporter. The default reporter is an appointed user account (a real or technical one) that is an agent on the project and has all the right permissions to create issues and add comments.

Fire Event

Email This Issue Mail Handler can fire an event when it processes an email:

Example use cases:

  • Define a custom event in Jira Administration, e.g. "Email Processed" (this is optional, you can use a system event too just like on the above image).

  • Edit your Mail Handler Context and select "Email Processed" in the Mail Handler Event field.

  • Configure your Email This Issue Event Notifications for "Email Processed" with recipients or have a custom Event Listener to react to emails.

Initializes Issue Fields: if enabled, the mail handler looks up a Field Context and applies its field rules to initialize issue fields. Read more about it .

Overrides Default Issue Lookup: if enabled, the mail handler looks up a Field Context and applies its issue lookup field rules to find the issue that can be associated with the incoming email. Read more about it .

Filter incoming emails: If enabled, the mail handler looks up a Field Context and applies its filtering rules to the email. Read more about it .

Email This Issue Mail Handler supports regular expressions to split the email body into new content and original messages and import only the new content. See this our tutorial and the for more details on this topic.

Regular expressions must follow .

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