Configuring Actions for Email
Quickstart: https://veristorinfo.wistia.com/medias/gwkq1srmvh
Updating Tickets: https://veristorinfo.wistia.com/medias/0vedr1cjlc
Actions define how and when to create or update a ticket based on the content of an incoming email message. When defining actions, you can use data points from the incoming email message, information in JIRA, and information in lookup tables to determine which actions to take and what values to use.
Prerequisites
Obtain administrator access to JIRA.
Install the Smarthandler for Email add-on.
Configure the Mail Handler settings for the handler.
Configure data points to extract information from the incoming email message.
Configuring Actions
In JIRA, click the gear icon, and then click Applications.
Under Integrations, click SmartHandler, and then click the handler in the list.
Click the Actions tab, and then do one of the following:
To create a new action, click New Action.
To edit an existing action, click the row in the list.
In the Name your action section, enter a name that indicates what the action will do.
For example,update-priority.optional Click the Create Action Criteria section, and configure the rules that determine whether to take this particular action for an email.
Configuring Score Range Actions
Score Ranges: https://veristorinfo.wistia.com/medias/oby0pjkegc
If score ranges are enabled for this handler, you can configure actions based on how many of the other actions are performed for an email and how important those actions are. For example, suppose this handler evaluates web form submissions for users who want to launch new applications. You may want to create a ticket for an additional review step based on how many special requests the user makes.
To enable score ranges, configure the Mail Handler settings.
Configure all the actions you want to take based on the email content.
For each action, enter a Score, which assigns a weight to the action.
See step 7 in Configuring Actions.Create a new action and enter a name.
In the Create Action Criteria section, define criteria that are based on the ScoreRange value.
For example,ScoreRange Greater Than 10.Configure the action type and define how you want to populate JIRA tickets as you would for a standard action.
Next Steps
Configure and manage additional email handlers, as necessary.