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Overview
What does the integration offer?
Jira Service Management provides product-specific integration plugins for many widespread monitoring tools and any software system that can send HTTPS/JSON requests for integration. You can add email-based integrations from your team’s operations page.
Set up the integration
Basic settings for creating alerts
Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Search for Emailand select it.
On the next screen, enter aname for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.Expand the Steps to configure the integration section. This is where you find the customizable email address the email integration is assigned.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.
Jira Service Management creates an alert for each email sent to the specified email address. By default, email integration uses email subject as the alert message, and email body is put into the alert description field. If the incoming email comes in HTML format, Jira Service Management also attaches the original email to the alert.
If an email integration is turned off, Jira Service Management ignores emails sent to the email address.
If you turn off the notifications, Jira Service Management creates alerts, but you won’t receive any notifications against them.
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The size limit of the emails received through an Email integration is 16 MB. If the overall size (content and attachments) exceeds 16 MB, Jira Service Management ignores the email and doesn’t create an alert. |
Advanced settings for creating alerts
With basic settings, Jira Service Management creates alerts with minimal configuration. With advanced settings, you can:
define rules to notify different people about different emails
define rules to acknowledge or close alerts by using resolution/recovery emails instead of creating separate alerts for them
modify alert content by allowing Jira Service Management to parse the email by using string processing methods
Advanced settings support several "actions" (different types of rules) you can apply to emails:
Ignore
Create alert
Close alert
Acknowledge alert
Add note
Heartbeat
Each action has an associated filter determining the action for processing incoming emails. Each email is processed by only one action, and actions are evaluated in the top-down order. The first rule that matches your alert runs the action associated with it. For example, if an email matches the filter for a create alert action, it is never used for a close or acknowledge action. Multiple actions can be created for each type of action.
Alert filters
All the alerts: No conditions in use
Only alerts that match any condition: Any one of the defined conditions is true (OR operator).
Only alerts that match all the conditions: All the defined conditions are true (AND operator).
Define filtering rules based on the following:
From name
From address
Subject
Conversation subject
Message fields of the e-mail. Conversation Subject is the email’s subject field, ignoring prefixes related to Replying and Forwarding e-mails.
Alert actions
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Some emails may contain no useful information. Ignore action allows discarding the emails that match the defined filter. For example, you can configure the action to discard all emails that contain the string "test" in the email subject. |
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Create alert action creates an alert in Jira Service Management if the email passes the defined filter. As stated in the basic configuration, the default configuration uses email subject as the alert message and body as the description. Create alert action allows customizing how the email is processed. String utilities can extract information from the email and populate alert fields. Create alert action configuration has several fields that you can modify. Jira Service Management makes the email information (from name, subject, etc.) available as tags, and UI supports dragging these tags into alert fields. The values for these tags are specified directly or extracted from the email variables.
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Jira Service Management reduces the number of alerts by using recovery emails to close existing alerts rather than creating separate alerts for them. As with other actions, close alert action also has a filter. Close alert action has three fields. The alias is the only mandatory field essential to identify which alert should be closed. If the User and Note fields are provided, then a note is added to the alert before it's closed. |
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In Jira Service Management, acknowledged alerts indicate that someone has seen the alert and taken responsibility for the alert. When a monitoring tool supports acknowledgment of the alerts and can send an email when an alert is acknowledged, these emails can be used to acknowledge the alert in Jira Service Management as well. Acknowledge alert action configuration is identical to the close alert action configuration. |
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