Next Generation Mail Handlers
SINCE VERSION 8.0.0
Mail handlers can be accessed from the app's administration page. To see the list of mail handlers, go to INCOMING MAILS --> Mail Handlers. The different types of mail handlers are displayed separately. Classic Mail Handlers and Next Generation Mail Handlers are shown as follows:
Unlike with the Classic Mail Handler, when using Next Generation Mail Handler you need create an Incoming Mail Connection first. Handlers of this type prove to be simpler and more powerful as they do not require or use any incoming mail accounts or handlers from Jira's Incoming Mail page. This is a standalone, Email This Issue-only component free from any limitations or malfunctions Classic Handlers inherit from Jira.
Read more about creating Mail Accounts here.

General settings

The mail handler General Settings may be edited using the General Settings button. The settings here affect all Next-Gen mail handlers.
Mail Handler's General Settings page
Attribute
Description
Global Email Address Exclusions
Global Email Address Exclusions serve the same functionality as the Save senders and recipients action's Exclusion option. Under the Exclusions tab, regular expressions may be defined. If the email's sender address or recipient addresses match any of these regexes (or static addresses), they are discarded and not saved as values in issue fields.
This is useful to filter out senders and recipients not matching a certain domain or to prevent saving the mail box email address to issue fields. Global Email Address Exclusions are applied to all Next-Gen mail handlers and are added in addition to unique settings in the handlers.
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Adding or editing a Next Generation Mail Handler

Next Generation Mail Handlers may be added using the Add Next-Gen Mail Handler button and Edited by clicking the three dots next to their name and choosing Edit.
Handlers are composed of two main sets of attributes:
  • Basic attributes
  • Configurable Handler Actions

Basic Attributes

When you add or edit a handler, the following attributes can be specified as basic attributes:
Attribute
Description
Name
Unique name of this handler.
Description
A longer description of the purpose of the handler. Optional.
Incoming Mail Connections
​Incoming Mail accounts from which the handler receives the incoming emails.
These accounts are defined in Email This Issue and are independent of the mail accounts defined in Jira.
Next Generation Mail Handler may be used with multiple mail accounts which makes them ideal to provide a single channel to process emails sent to different mailboxes (you can use more than one email addresses for one project).
Default reporter
The default account used to create issues or requests and add comments when the email sender is not permitted to carry out these operations.
Required Permissions
In order to make the handler fully compatible with Jira Service Management, the default reporter must have Project Administration and Service Management Agent permissions. It is typically achieved by assigning the default reporter to the Administrators and Service Management Team project roles and assigning Service Management application access.
When the handler is configured to work with a non-Service Management project, the default reporter must have Browse Projects, Create Issue, Create Attachments, Add Comment, Manage Watchers, Transition Issues permissions.
Debug
If enabled, the Next Generation Mail Handler will generate much more verbose output to the Incoming Mail Log.

Handler Operations

Next Generation Mail Handlers offer a few operations via the action menu:
Mail handler menu
Operation
Description
Edit
Edit the handler's basic attributes
Configure
Configure the actions the handler executes when processing an email (see below)
Delete
Delete the handler
Disable / Enable
Disable or Enable the handler. Disabled handlers will not process incoming emails.

General Behavior of Mail Handlers

Mail Handlers (regardless of them being Classic or Next Generation Mail Handlers) follow the same scheme of behavior. They process emails in three phases as shown in the following diagram:
Example configuration:

Configuring a Next Generation Mail Handler

Unlike the Classic Mail Handlers, Next Generation Mail Handlers are built from small, configurable actions. Each of them performs a very specific operation.
The actions in each section are invoked in the order they are listed. Common operations of each action are the following:
  • Edit: modify the parameters in the actions (not available to all action types)
  • Move up: moves the action up by one position
  • Move down: moves the action down by one position
  • Delete: deletes the action from the handler
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Email Filter Actions

Email filter actions check different characteristics of the incoming emails. If an email passes a filter, the next filter is checked. If an email does not pass a filter, then the process stops and the email is marked as filtered out and is not processed.
There can be multiple filter actions added to a handler. To add a filter action, use the + icon.
Available Email Filter Actions:
Filter
Description
Bulk Emails
Filters out emails with Precedence: bulk header
Delivery Status Notification Emails
Filters out delivery notification emails, which means emails with content type report-type=delivery-status
Auto-submitted Emails
Filters out auto-submitted (auto-replied, auto-generated, auto-notified) emails such as Out of Office mails.
This includes emails with header Auto-Submitted set to anything else but "no"
Large Emails
Filters out emails larger than a specified size threshold (which is 25MB by default) including attachments.
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Emails Sent from This Jira
Filters out emails sent from this Jira instance (based on the Jira fingerprint header)
Emails Sent from Other Jira
Filters out emails sent from any other Jira instances (based on the Jira fingerprint header)
Emails by Recipient Address
Filters out emails that were not sent to recipients configured in this action. You can specify multiple email addresses or regular expressions that will be matched against the recipients (To, Cc) of the email. Unless either of the recipients matches any of the email addresses or regular expressions, the email is filtered out.
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Filter by Sender Address
Filters incoming emails by the senders email address
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Filter Name: name of the filter item, you can add more of this filter to the handler with a unique name
Filter by global blocklist: there is a global sender blocklist available in General Configuration, enable this option to use it in this filter
Filter type: if not using the global blocklist, you can specify if this filter accepts or refuses emails sent from addresses matching the regular expressions
Regular expressions: these regexes (Java format, one per line), are matched against the sender's address. If one of the regexes matches, we accept or refuse the email depending on the type being allowlist or blocklist. As a safety measure, please always start your regex with (?i) when matching email addresses.
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Emails by email attribute
SINCE VERSION 8.0.3
Filters out emails if the regular expression matches the text in the configured email attribute. You may define a Template to send a bounce email if this filter rejects the incoming email.
  • Email Field: specifies the email attribute that is matched against the regular expression:
    • Subject
    • Body
    • Recipients
    • Senders
    • Email Headers β†’ in this case a new field appears where you can define the Header name.
  • Regular Expression: the expression that matches and extracts content from the email field. As a safety measure, please always start your regex with (?i) when matching email addresses.
  • Template: The selected template to send an automatic bounce email. Only Templates with "Bounce email" category appears in this list.
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Finding Issues for Emails

This part of the handler contains Issue Lookup Actions whose responsibility is to find issues associated with the email using different approaches. The approaches to find issues associated with emails are:
  • Find issues by the issues key appearing in the email subject
  • Find issues referenced by the In-Reply-To or References headers
  • Find issues by a JQL query composed of the email attributes
There may be multiple issue lookup actions and they are executed in the order of appearance. If a lookup action finds a single matching issue, the rest of the actions get executed and the issue is later used by the handler.
If the lookup actions do not find any issues or find multiple issues, it is considered as no issues are associated with the email and the email is not processed.
Add lookup actions by clicking the + icon.
Available Issue Lookup Actions:
Action
Description
Find issues by issues key appearing in the email subject
This is the most well-known form of mapping emails to issues. If an issue key appears in the subject, the handler looks up the issue and will use it later on during the process.
If more than one issue keys are included in the subject, they are evaluated from left to right.
Find issues by references in email headers
The handler investigates the In-Reply-To and References email headers. If they refer to an issue, the handler searches for the issue and if found, it will use it later on during the process. This lookup action can be used to maintain email chains. Please refer to this documentation on how: Maintain Email Chains (Email Threads) in Jira​
Find issues by JQL
This lookup action extracts content from the email and executes a JQL query to find the issue:
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  • Email Field: specifies the email attribute that is matched against the regular expression:
    • Subject
    • Body
    • Recipients
    • Senders
    • Email Headers
  • Regular Expression: the expression that matches and extracts content from the email field. As a safety measure, please always start your regex with (?i) when matching email addresses.
  • JQL: the JQL that is composed of the extracted content referenced by capture groups and locates the issues. For example, in the above image, you can see that we check if the incoming email's body matches a regular expression against an issue in which the "External ID" custom field has the regular expression's first capture group ($!group1) as a value. If it only finds one exact match, the issue will be found, if it finds more than one matches, the issue will not be found.

Altering Existing Issues

The "Issue found for email" section of the mail handler is composed of actions that are executed if the handler could associate an existing issue with the email that is being processed. Unlike the Filter Emails and Find Issues sections, which include actions of the same kind, this section has a variety of different actions.
Add actions by clicking the + icon of the section.
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The summary of actions to be used here is as follows:
Action
Summary
Add comment to the issue
Adds a comment to the issue.
Update Issue
Groups actions setting issue fields
Add extra audit log
Adds an additional audit log to the Emails tab.
Execute Workflow Transition
Executes a workflow transition in the issue's current status
Send Auto-reply email
Sends an auto-reply email using a selected template
Save senders and Recipients
Saves email senders and recipients to issue fields
Set Field
Sets an arbitrary issue field
Condition
Provides conditional processing

Adding comments to issues

This action adds a comment to an existing issue that is found by the issue lookup commands. The action may be configured based on the below popup dialog:
Attribute
Description
Comment Visibility
Defines the visibility of the comment added by the action.
For Service Management projects, options include:
  • Default: comment will be public if added by a Customer of the request, or by an agent
  • Internal: all comments become internal (comments by customers will be added by the default reporter)
  • Public: all comments will become public (comments by collaborators will be added by the default reporter)
  • Public if customer: only customers comments will be public
For Software and Business projects, a user group or project role may be selected.
Add attachments
Defines how the action handles attachments in the email. Options include:
  • Always add Attachments
  • Do not add Attachments
  • Do not add attachment if one with the same name exists
  • Do not add attachment if one with the same name and size exists
  • Filter attachments using the Attachment Filters
Split Regex
This field may contain Java regular expressions that will be matched against the comment body. If either of the regexes matches the body, the body is split at the match position. The part of the body before the match position will be added as the comment, while the rest is dropped. As a safety measure, please always start your regex with (?i) when matching email addresses.
Default Reporter Comment Event
If a public comment would be added by an external sender it is added by the default reporter in Jira Service Management projects. This setting provides you with a choice to configure how to handle such cases.
  • No event: The comment does not trigger anything in the system. This means that there will be no Service Management events thrown, automations will not be triggered, Email This Issue or Jira Service Management notifications will not be sent, but the SLA remains intact.
  • Email This Issue Event: The comment only sends notifications from the app. This means that there will be no Service Management events thrown (Jira Service Management notifications will not be sent), no automation will be triggered, but Email This Issue notifications will be sent and the SLA remains intact.
  • Service management Event: The comment is added as if it was left by an administrator. This means that Service Management events will be thrown as usual, automations will be triggered as usual, Email This Issue and Jira Service Management notifications will be sent but your SLAs will not work as they should (they will be stopped by the comment even if they should not).
Attach original email as .eml attachment
If enabled, the original email is attached to the issue as an email file (.eml format).

Updating issues

This action is a placeholder for actions that modify the issue fields. It has no attributes to configure. Child actions may be added via the eclipse menu.

Adding extra audit logs

This action adds an additional audit log to the incoming mail log, and the incoming email will be visible on the email's tab.
This option may be used when you would like to update an issue without adding a comment (for example modify a field) but you need it to show in the request (in the email tab).
This action cannot be edited, it may only be added or removed from the list of actions.

Executing Workflow Transitions

This action executes a workflow transition on the issue. The transition to execute is either determined by a transition property or by email content. The action can be configured as shown here:
Attribute
Description
Select transition
Defines how a transition to be executed is selected. There are two options:
  • By a transition property: adding the property jeti.on.email.transition to a transition (with value true) will mark it to be executed.
  • By email content: if this is selected the email content may determine the transition to execute.
Regular Expression
A regex that is matched against the selected email field. It may extract part of the content into capture groups. As a safety measure, please always start your regex with (?i) when matching email addresses.
Email Field
The email attribute against which the regex is matched.
Transition
Name or ID of the transition to execute, it may refer to capture groups of the regex.
Example: Execute the transition named in the email body
It is perfectly valid to simply provide the transition name without any email or regex values:
In this case, the transition that is named will be picked for execution.
Note: Workflow Conditions or Workflow Validators may block the transition from being executed but this does not affect the processing of the email.

Sending auto-reply emails

This action sends an auto-reply emails to the email sender using a selected email template. The action can be configured as shown here:
Attribute
Description
Template
An Email This Issue Email Template that is used to generate the auto-reply emails. Auto-reply emails usually acknowledge the successful processing of the emails.
From Address
Optionally you can override the From Address set in the auto-reply email. Your SMTP server must accept the specified From Address as valid sender (support relaying).
Reply-to Address
Optionally you can specify a reply-to address. Emails as a reply to the auto-reply email will be sent to this address

Saving senders and recipients

This action saves email senders and recipients into issue fields. The action can be configured as shown here:
Note: It is possible to configure from which email field the app should save the recipients to issue fields. Click on the TO and CC labels to enable/disable the corresponding email fields.
Attribute
Description
Senders: User w/o permission
Select the issue field to which the sender will be saved if s/he does not have permission to create or access the issue in Jira.
User picker or text fields are available.
Senders Unknown to Jira
If the sender is unknown to Jira (neither a user account nor a customer account exists for the email address), the email address may be saved to a text field. Email addresses saved here may be set as recipients in notifications or manual emails.
Recipients: SD Customer
If a recipient email address is recognized as a SD Customer (and the issue is a SD Request), then the customer account will be saved to the selected user picker field. (Default is Request Participants).
Recipients: SD Agent
If a recipient email address is recognized as a SD Agent (and the issue is a SD Request), then the user account will be saved to the selected user picker field. (Default is Watchers).
Recipients: User w/ Permission
If a recipient email address is recognized as a User with permission i.e. Collaborator in SD projects (and the issue is a SD Request), then the user account will be saved to the selected user picker field.
Recipients: User w/o Permission
If a recipient email address is recognized as a User without Permission to view the issue, then it will be saved to a user picker field or his email address is to a text field.
Recipients: Unknown to Jira
If the recipient is unknown to Jira (neither a user account nor a customer account exists for the email address), the email address may be saved to a text field. Email addresses saved here may be set as recipients in notifications or manual emails
Adding email address exclusions
Under the Exclusions tab, regular expressions may be defined. If the email's sender address or recipient addresses match any of these regexes, they are discarded and not saved to issue fields.
This is useful to filter out senders and recipients not matching a certain domain or to prevent saving the mail box email address to issue fields.
Sign-up settings
SINCE VERSION 8.0.3
In case of Jira Service Management and if the Service Desk is Open for signup, you can define from which email fields you would like to create a new customer. If you turn off the creation of new customers, then the Mail handler treats the email address as "Unknown to Jira".
You can also send a signup notification to your new customers, with the Notify newly created customers option. After enabling it you can select a template that will be used to generate the signup notification emails. Note that you can only choose templates here that were created from the Service Desk Customer Invitation theme. In the template, you can use the $!customer.displayName field to refer to the name of the newly created customer (the names of newly created customers are their email addresses).

Setting issue fields

The action sets issue fields from email content. The action can be configured as shown here:
Example for extracting value from email:
Example for entering value manually:
The How to set fields option is a method selector:
Method
Description
Extract value from email
This method extracts a value from an email field. This extracted value should be used in the Value field.
Enter value manually
This is a manually added value.
Attribute
Description
Issue Field
The (system or custom) field to be set in the issue.
Regular Expression
A Java regular expression that is matched against the selected email field. It may extract part of the content into capture groups. As a safety measure, please always start your regex with (?i) when matching email addresses.
Email Field
The email attribute against which the regex is matched.
Value
Manually entered value (e.g. name of a Priority) or reference to the capture groups of the regex. As shown in the example, it follows Velocity Markup syntax therefore it is possible to use #if or other Velocity statements, value transformations.
Default
If the result of the Value attribute is empty or the regular expression does not match the content of the given mail field (for example Value is "Allan the Admin guy" for the CC field but there are no recipients in CC or nobody in the CC field is called "Allan the Admin guy"), the Default attribute will be added as a result. This is a simple text value.
Input helping table for system fields
Field
Input
Value
Value example
Description
Affected version
Multiple
Version number, what existing in the project
1.1.1, 1.2.3
Assignee
Single
username user key email address Full name (if only one user exist with this name)
admin JIRAUSER10000 [email protected] John Smith
Component
Multiple
Component name, what exists in the project
Jira, Intranet
Description
Single
Text
This is my description
If the length of the description is longer than the maximum length of the description field, the truncate process could cause formatting problems in the formatting.
Due date
Single
A date in this format: yyyyMMdd HH:mm:ss
20200506 06:00:00
Please use the date parser.
Environment
Single
Text
My environment
This field is truncated if necessary.
Fix version
Multiple
Version number, what existing in the project
1.2.3, 1.1.1
Issue security
Single
Security level name, what exists in the project
SecurityL1
Issue type
Single
Name of the issue type, what exist in the project
Task
Labels
Multiple
Text
Label1, Label2
If the label does not exists in the issue, Email this Issue creates it.
Original estimate
Single
Number
12
Priority
Single
Priority name, what exists in the system
High
Project
Single
Project key, what exists in the system
TESTP
The email sender must have create issue right for this project.
Remaining estimate
Single
Number
12
Reporter
Single
username user key email address Full name (if only one user exist with this name)
admin JIRAUSER10000 [email protected] John Smith
Summary
Single
Text
This is my summary
This field is truncated if necessary. In this case the maximum length is 255 characters.
Input helping table for custom fields
Field
Input
Value
Value example
Description
Cascade select
Single
Json array of parent and child: ["parent","child"] Json array with parent element: ["parent"] Single parent name
["Europe","Hungary"] ["Europe"] Europe
You can use the cascade parser.
Date
Single
A date in this format: yyyyMMdd HH:mm:ss
20200506 06:00:00
Please use the date parser.
Date time
Single
A date in this format: yyyyMMdd HH:mm:ss
20200506 06:00:00
Please use the date parser.
Epic link
Single
An epic issue key
TESTP-12
Group
Multiple
Group names in the system
jira-users, my-group
Label
Multiple
Text
Label1, Label2
If the label does not exists in the issue, JETI creates it.
Multi select
Multiple
Fields option names
Option1, Option3
Multi user
Multiple
username user key email address Full name (if only one user exist with this name)
admin, user1 JIRAUSER10000, JIRAUSER10001 [email protected], [email protected] John Smith, John Doe
The list could be a mix of these values: admin, JIRAUSER10001, [email protected]
Number
Single
Number
12
Select
Single
Option name, what exists in the field
Europe
Request type
Single
Request type in the issue
HR request
Text
Single
Text
My text
Supports single and multi line text fields. This field is truncated if necessary.
User
Single
username user key email address Full name (if only one user exist with this name)
admin JIRAUSER10000 [email protected] John Smith
Text fields truncate
There is a limitation in Jira for the length of the text fields. Before the Set Field action adds value for text fields, it truncate the text to this maximum length. The default maximum length of the text fields is 32767 characters.
How to initialize Date and DateTime picker fields
If you want to set Date or DateTime picker fields, date or date-time values from the email must be parsed. Email This Issue provides an object that supports date parsing.
For example:
regexp returns the date string in the first capture group: 23/07/2015. Then set the Value to $parser.parseDate("dd/MM/yyyy", $group1).
The date or date-time pattern follows the syntax in Java SimpleDateFormat.
There is a possibility to set the current timestamp as the target value of any Date or DateTime picker field. To do this, set Value to $parser.now().
Note: the latter feature is also available for text (single line) field assignments. Moreover, in this case the user can specify any valid date/time pattern, how the text shall be written into the field, e.g. by using $parser.now("dd/MM/yyyy"). On the other hand, Date and DateTime picker fields accept data only in a specific format, therefore you do not need to specify any pattern for them. If you still do it, the expression will be automatically overwritten to the parameter-free variant of the parser.
Initialize multi-select fields
In order to save values in multi-select custom fields, the value must be a comma-separated list of literals. Each literal must match a valid option in the field.
e.g. your regex returns the values in groups 1, 2 and 3. Then set the value to $group1, $group2, $group3
Initialize cascading select fields
It is possible to save values in Cascading Select fields.
If you want to initialize the parent value of a cascading select field, configure the rule with a manual value or with a value from a capture group.
If you want to initialize both the parent and child values, use a special syntax in the Value field: $parser.cascade("<parent-value>", <child-value>").
For example:
  • $parser.cascade($group1, $group2) or
  • $parser.cascade("some value for parent", "some value for child")
Increment or Decrement number fields
If Value is set to a number prefixed with a + or -, and the Issue Field selects a number custom field, the current value of the field will be incremented or decremented respectively, otherwise, the field is set to the value.
E.g if Value is "+2" the field value is incremented by 2.
Mandatory field support
If you have mandatory fields on your create issue screen or on your service management portal, the create issue action shows it on the Mail handler configuration screen:
Icon
Description
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There is no required field, or all required fields are covered by a Setter action
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In case of service management, you can not create request if a field is required on the portal and you don't have a Setter action for that field.
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In case of Jira project if any field is required, you don't need to add Setter action

Conditional processing

Conditions allow for the conditional processing of emails. This is useful when fields must be set differently depending on some conditions. Conditions can be configured as shown here:
Generic conditional processing example
Condition actions provide conditions:
  • on the sender
  • on the issue
  • on the email content
Note: It is not necessary to specify all types of conditions in a Condition action. It is perfectly valid to have any number of combinations. If multiple condition types are provided, they are AND-ed.
The simplest conditional processing is using a static regular expression on an Email Field. In this example, we are looking for the text Project: HR in the incoming email's subject:
Example of a regex condition without JQL
You can also use JQL queries during conditional processing. In this example, we are checking if the issue found for the incoming email has the issue type "Service Request":
Example of a JQL condition without regex
You can combine the above two examples by using a JQL and a regular expression in order to narrow your condition for further mail handler actions: In this example, we are checking the incoming email's body to see if it contains a text "INT-" and then any four digits. If the body of the email contains this string, we'll then check if the issue we found also has the same value for the custom field called "Serial number" as the four digits in the email's body (in this case $!group1 refers to the four-digit part of the regex).
Example of an advanced JQL condition
Attribute
Description
Email Sender is
This is a multi-select dropdown to set conditions on the sender. Options include:
  • External: it means email sender is unknown to Jira
  • Service Management Customer: the sender is a SD customer and the issue is a SD Request
  • Service Management Agent: the sender is a SD Agent in the SD Project
  • User with Permissions (Browse): Sender is a user with Browse permissions to view the issue
  • User without Permissions: Sender is a user without Browse permissions
  • Disabled User: Sender is an inactive user
Since version 8.1.1 it is possible to select Jira User groups as well. Just start typing the name of the groups you want to add and select from the matching groups.
Project
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If no issue is found and the sender condition requires a project, the admin can select a project here for the permission check. If no Project is selected, the project selected in the first Create Issue child action will be used.
The following sender conditions require a project:
  • Sender is Service Management Customer
  • Sender is Service Management Agent
  • Sender is User with Permissions
  • Sender is User without Permissions
JQL
If specified, the issue is required to match the given JQL to fulfill the Condition
Email Field
Email Field that is matched against the regex. The condition is met if the email field matches the regex
Regular Expression
Regular expression to match against the email field. As a safety measure, please always start your regex with (?i) when matching email addresses.
Available Child Actions
Conditions typically have child actions that can be added by clicking the three dots next to the condition:
Child actions include all the above-mentioned action types, plus two additional ones:
  • Condition
  • Else
Nesting Conditions
It is possible to add a condition action within another condition action, therefore nesting conditions into each other:
Else
"If" condition may include an "Else" part, which is executed if the condition is not met. You can add this by selecting Else after clicking the three dots next to the condition's name.
Else actions also have their own child actions and conditions:

Creating a new issue and linking it to an existing issue

SINCE VERSION 8.0.4
The Create Issue action creates a new issue. If added to the section "If Issue found for email", it will create a new issue instead of commenting the existing one. The two issues may be linked using the link type attribute, but this is optional.
This feature can be useful if your processes do not allow commenting on closed issues. In this case, simply add a Condition that checks if the issue which was found for the email is closed, resolved etc. If so, create a new issue, otherwise comment the existing one. If you use the Advanced option for issue creation, please find the Link type field on the Other Settings tab.

Creating new issues

The "Issue not found for email" section of the mail handler is composed of actions that are executed if the handler could not associate an existing issue with the email that is being processed. Unlike the Filter Emails and Find Issues sections, which include actions of the same kind, this section has a variety of different actions.
Actions may be added by clicking the + icon of the section.
Summary of actions to be used here is as follows:
Action
Summary
Create Issue
Creates a new issue from the email.
Execute Workflow Transition
Executes a workflow transition in the issue's current status.
Send Auto-reply email
Sends an auto-reply email using a selected template
Save senders and Recipients
Saves email senders and recipients to issue fields. This action may be added as a child action of the Create Issue Action.
Set Field
Sets an arbitrary issue field. This action may be added as a child action of the Create Issue Action.
Condition
Provides conditional processing.

Create Issue action

This action creates a Service Management request or Jira Issue from the email content. The incoming email's subject will be the Summary of the created issue, while the email's body will be the Description by default. Basic and advanced issue creation options are available. The action can be configured as shown in this section. Example for basic issue creation:
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Attribute
Description
Project
Defines the project in which the issue will be created. Mandatory field.
Issue Type
Defines the issue type for the new issue. Mandatory field.
Request Type
Defines the Customer Request Type of the new issue. A mandatory field for Service Management projects. If you do not select a request type, the Core API will be used. In this case, customer creation and setting the sender customer as a reporter will not work. As long as you have a Request type selected the Jira Service Management API will be used by the handler; customer creation and setting a sender customer as a reporter will work as intended.
Add attachments
Defines how the action handles attachments in the email. Options include:
  • Add Attachments
  • Do not Add Attachments
  • Do not add attachment if one with the same name exists
  • Do not add attachment if one with the same name and size exists
  • Filter attachments using the Attachment Filters
Split Regex
This field may contain Java regular expressions that will be matched against the comment body. If either of the regexes match the body, the body is split at the match position. The part of the body before the match position will be added as the comment, while the rest is dropped. As a safety measure, please always start your regex with (?i) when matching email addresses.
Attach original email as .eml attachment
If enabled, the original email is attached to the issue as an email file (.eml format).
By choosing the Advanced option it is possible to set the Project, Issue Type and Request type based on the incoming email.
Example for advanced issue creation:
Please note that fields marked with * are required.
Attribute
Description
Regular Expression *
Enter the Java regular expression you want to use to extract values from the email.
Email Field *
Specify the email attribute to match the regular expression.
Value *
Enter the value to set the project. The result should be a project key or ID. Velocity Markup can be used (e.g. $!group0).
Default
This value will be used if the Value field returns an empty result.
When a project key can't be extracted from the email or the project does not exist, the default value will be used.
The default value should be an existing Project key.
Attribute
Description
Regular Expression *
Enter the Java regular expression you want to use to extract values from the email.
Email Field *
Specify the email attribute to match the regular expression.
Value *
Enter the value to set the project. The result should be a project key or ID. Velocity Markup can be used (e.g. $!group0).
Default
This value will be used if the Value Field returns an empty result.
When an issue type can't be extracted from the email or the issue type does not exist, the default value will be used.
The default value should be the name of the ID of an existing Issue Type.
Note: There are no required fields on the Request Type tab. If no rules are configured for request type resolution and the Project is a Service Management Project, the created issue won't have a valid request type.
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Attribute
Description
Regular Expression
Enter the Java regular expression you want to use to extract values from the email.
Email Field
Specify the email attribute to match the regular expression.
Value
Enter the value to set the request type. The result should be a request type name or ID. Velocity Markup can be used (e.g. $!group0).
Default
This value will be used if the Value Field returns an empty result.
When a request type can't be extracted from the email or the request type does not exist, the default value will be used.
The default value should be the name of the ID of an existing Request Type.
Attribute
Description
Add attachments
Defines the attachment policy
Split Regex
If set, only the content of the email body above split regex will be added to the Description. The split regex functionality uses Java Regex Syntax.
Attach original email as .eml file
Choose this to attach the original email in .eml format to the created issue

Routing emails to multiple projects

By using conditions, you can route incoming emails to multiple projects depending on the email content. Below is an example that creates issues in different projects depending on the recipient address via which the email was received.
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