Using Jira 6.1 and Service Desk
I'm creating tickets via mail handler, but have a need for emails with slightly different subject lines to write to the same issue. Is there a way to set a filter on how Jira reads the subject line? Example
Email 1 = Example ABC Start (this creates the issue)
Email 2 = Example ABC Escalate (this I need added to the above issue)
Email 3 = Example DEF Start (would create new issue)
Are you able to add the issue key to the subject? That would solve the problem.
Email 1 = Example ABC Start (this creates the issue with key EXAMPLE-123)
Email 2 = Example ABC Escalate [EXAMPLE-123]
Email 3 = Example DEF Start [EXAMPLE-123]
I don't think so, these are automated emails coming from a monitoring system, maybe I could use API calls once the first email creates the issue to plug it into the monitoring system email? BUT if I could do it, here's the second question part:
I don't have the issue key in the database for 6.1 but I do see it in the UI (from a view maybe?) the jiraissue table now has issuenum that corresponds to the numeric value of the key I see on screen. So is the mailhandler looking for the key as presented in the UI or the database value?
Ah, that is a bit trickier. Yes -- the mail handler looks for the key as presented in the UI. You need the project key and issue number in order to uniquely identify a particular issue.
Here's a SQL query that can piece that together for you:
SELECT concat(project_key.project_key, '-', jiraissue.issuenum) as 'issuekey', summary FROM jira.jiraissue JOIN jira.project_key ON jiraissue.project = project_key.project_id;
There is also a pretty decent REST API for this, if that option is any better for you.
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The text passage primarily discusses the configuration of Jira and Service Desk for handling emails and tickets, including a SQL query and a mention of the REST API for identifying issues.
multiple_questions
- the passage contains multiple questions related to configuring jira to handle emails with different subject lines and how to uniquely identify issues using the issue key. however, no direct answers to these questions are provided within the text.
Given a text passage, determine:
    1. If it contains a mathematical question (including word problems or calculations)
    2. If an answer to that mathematical question is provided in the text

First, describe the content structure you found in 1-2 sentences.

Then provide your analysis in the following format:
TYPE: <one of the following values>
- NO_QUESTION
- SINGLE_QUESTION
- SINGLE_QUESTION_WITH_ANSWER
- MULTIPLE_QUESTIONS
- MULTIPLE_QUESTIONS_WITH_ANSWERS
system
Using Jira 6.1 and Service Desk
I'm creating tickets via mail handler, but have a need for emails with slightly different subject lines to write to the same issue. Is there a way to set a filter on how Jira reads the subject line? Example
Email 1 = Example ABC Start (this creates the issue)
Email 2 = Example ABC Escalate (this I need added to the above issue)
Email 3 = Example DEF Start (would create new issue)
Are you able to add the issue key to the subject? That would solve the problem.
Email 1 = Example ABC Start (this creates the issue with key EXAMPLE-123)
Email 2 = Example ABC Escalate [EXAMPLE-123]
Email 3 = Example DEF Start [EXAMPLE-123]
I don't think so, these are automated emails coming from a monitoring system, maybe I could use API calls once the first email creates the issue to plug it into the monitoring system email? BUT if I could do it, here's the second question part:
I don't have the issue key in the database for 6.1 but I do see it in the UI (from a view maybe?) the jiraissue table now has issuenum that corresponds to the numeric value of the key I see on screen. So is the mailhandler looking for the key as presented in the UI or the database value?
Ah, that is a bit trickier. Yes -- the mail handler looks for the key as presented in the UI. You need the project key and issue number in order to uniquely identify a particular issue.
Here's a SQL query that can piece that together for you:
SELECT concat(project_key.project_key, '-', jiraissue.issuenum) as 'issuekey', summary FROM jira.jiraissue JOIN jira.project_key ON jiraissue.project = project_key.project_id;
There is also a pretty decent REST API for this, if that option is any better for you.
We're looking for participants for a workshop at Atlassian! We need Jira admins who have interesting custom workflows, issue views, or boards. Think you have a story to sha...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
user
The text passage primarily discusses the configuration of Jira and Service Desk for handling emails and tickets, including a SQL query and a mention of the REST API for identifying issues.

TYPE: MULTIPLE_QUESTIONS
- The passage contains multiple questions related to configuring Jira to handle emails with different subject lines and how to uniquely identify issues using the issue key. However, no direct answers to these questions are provided within the text.