Routing Support Email Handler

Table of Contents

Description/Features

Routing Email Handler makes Jira function better as a support tool.
This email handler extends normal Jira email handlers to:

• route incoming emails to customers own Jira project
• limit comment visibility if jira-developers comment via email
• add all email recipients as watchers of the issue

SupportCreateOrCommentHandler

A message handler to create a new issue, or add a comment to an existing issue, from an incoming message. If the subject contains a issue key the message is added as a comment to that issue. If the message is from a jira-developer then the comment will be visibile to jira-developers only. If no issue key is found, a new issue is created in the project where the user has create access to.

Uses:

• RoutingCreateIssueHandler
• RestrictingNonQuotedCommentHandler
• RestrictingFullCommentHandler

RoutingCreateIssueHandler

A routing message handler to create a new issue from an incoming message to correct project.

handleMessage description

1. If user has create access to only one project, then the issue is created there.
2. If the user has create access to multiple projects, then this handler will create issue in a 'support' category project where the user has create access to.
3. If there are multiple support category projects where the user has create access to then this handler will search for the project key in the subject line and create the issue there.
4. If there is then no project key in the subject line, then the issue will not be created.

If email sender is in group 'email-accounts' then the issue will not be created to avoid Jira comment loop.

Adds also email info at the end of the description field (sender, subject, recipients, received timestamp)

RestrictingNonQuotedCommentHandler and RestrictingFullCommentHandler

Comment handler that adds jira-developer created comments as visible to jira-developers only to avoid sending comments via Jira to customers.

handleMessage description

• logs less in case no comment can be created
• uses commentIssue to add the comment to the issue in a more restricted way then default Jira behaviour.
  • emails from jira-developers with @public in the start of the email will create public comments
  • emails from jira-developers without @public in the start of the email will create jira-developer visible comments only
  • emails from email-accounts group will be added always as public comments
  • emails from other users will be added always as public comments (Default Jira behaviour)
• add email info at the end of the content (sender, subject, recipients, received timestamp)
• adds all valid Jira users to watch the issue so that they receive comments in the future of the commented issue as well

Installation

Setup Jira with

• category called 'support'
  • customers should have create access only to one 'support' category project
• put all of the monitored email accounts to group 'email-accounts' to avoid email comment loop in Jira

Configure email handler

Just copy the jar in the WEB-INF/lib dir of your atlassian-jira installation and edit the WEB-INF\classes\services\com\atlassian\jira\service\services\pop\popservice.xml and \imap\imapservice.xml, adding the handler:

<value>
   <key>com.seven.jira.services.messagehandlers.SupportCreateOrCommentHandler</key>
   <value>Routing Support Create Or Comment</value>
</value>

You can additionally use the create and comment handlers separately by adding the following lines to the .xml files:

<value>
   <key>com.seven.jira.services.messagehandlers.RoutingCreateIssueHandler</key>
   <value>Routing Support Create</value>
</value>

<value>
   <key>com.seven.jira.services.messagehandlers.RestrictingNonQuotedCommentHandler</key>
   <value>Restricting Non Quoted Comment Handler</value>
</value>

<value>
   <key>com.seven.jira.services.messagehandlers.RestrictingFullCommentHandler</key>
   <value>Restricting Full Comment Handler</value>
</value>

Parameters are not needed

The handler does not use any parameters (as far as I remember...).

Examples

Version History

Open Issues

Not tracked yet...

Screenshots