Email operators
Asked by Gabe Cz:

Hi

We are moving from spiceworks to jira, and were wondering if there is a spiceworks-like set of operators or is it to set up in any way?

email operators in spiceworks start with # for example to close a ticket without having to open the web interface one just replies to the ticket and says #close to assign a ticket email #assign (email address) to cc someone or more we use #cc etc etc.

thanks for any suggestions.

(if no such thing in jira, then there's no such thing. no problem.)


Answers:
author: John Funk
body: Hi Gabe - Welcome to the Atlassian Community!

There's not really anything built in Jira that simple. Here is an article that describes how to do an approval by email, but you should be able to get the gist of it to modify the process for other things.

<https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699>


author: Andrea R?kosfalvy
body: Hi Gabe,

I'm Andrea, from the META-INF support team. I would recommend taking a look at our [Email This Issue](https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview) application.

With the email this issue [mail handler](https://docs.meta-inf.hu/email-this-issue/adding-editing-a-mail-handler/mail-handler-new-ui) you can set up several conditions, and actions under them.

For example, a condition can be to check if the mail body contains "close" (it actually uses regular expressions so it can be a lot more varied), and if so, then perform a transition with a given ID, or with the name that matches a group in the regular expression.

For assigning a ticket, you can perform Set Field actions - this can set the Assignee to any user, but it can also complete system and custom fields based on email content (headers like to/cc, subject, body), or it can be a default value as well.

Conditions can be cumulative too and of course you can also set conditions for the email sender and for example only close the issue if the sender has access to it.

If you get stuck, you can always reach out to [support](https://metainf.atlassian.net/servicedesk/customer/portal/1).

Andrea - META-INF support team

comments: author: John Funk
body: Hi [@Andrea R?kosfalvy](/t5/user/viewprofilepage/user-id/5442635) - Are you associated with the app you are promoting? If so, there are clear guidelines that must be followed, including identifying who you work for and that you are connected to the app you are promoting. Let me know if you would like for me to post the rules here.


author: Andrea R?kosfalvy
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) ,

Sorry, I am quite new to this - I updated the post to disclose company affiliation, I hope my answer is not considered a breach of any other guidelines, but please let me know if it is.


author: John Funk
body: Thank you -that's much better. Just also remember that you are here to help others by providing good answers to solve their need, not just to promote your product. :-)


author: Gabe Cz
body: I'm still digging for options, and thinking the "Automation" can do something we want. Doesn't it? Can't the automation parse the incoming email content and look for specific strings?


Tags: cloud

jira-service-management

jira-service-management-cloud