Inbound Message Handling

Folder

Choose which folder you want to use as a source for processing incoming email messages. If you select a folder, messages that are delivered to the selected folder and its subfolders are processed.

If you don't select a folder, the integration retrieves all email messages from the service except messages that have been permanently deleted. This includes messages in the sent, spam, and trash folders. For this reason, we strongly recommend that you select a folder, for example, the Inbox.

Discard the contents of square brackets

Use this option to determine whether to include text that is set in square brackets in the tickets that are processed by YouTrack. This option only applies to text in the subject line of an email message.

Ignore auto replies

Enable to ignore email messages that are sent as automatic replies to messages that are sent from the YouTrack server. This setting prevents you from adding comments to tickets when you receive automated out-of-office replies.

Filter messages by patterns

Enable to filter incoming emails containing pattern matched strings in the subject, body, or both from becoming helpdesk tickets.

Select the message part of the email:

• Subject - The pattern matches against strings within the subject of incoming emails.

• Body - The pattern matches against strings within the body of incoming emails.

• Subject and Body - The pattern matches against strings within the subject and body of incoming emails.

Select the condition:

• Contains - Incoming emails containing strings that match the pattern are filtered out.

• Does not contain - Incoming emails that do not contain strings that match the pattern are filtered out.

Enter a pattern to search for within incoming emails. You can write the patterns as regular expressions. Incoming emails meeting the conditions of the pattern filter are ignored.

Enter multiple patterns on separate lines in the input field.

Command for new tickets

Enter a command to apply automatically to all tickets that are created from incoming email messages. You can insert placeholders that reference values that are stored in the email message. For example:

This command applies the following changes to any ticket that is created from an incoming email message

• The ticket is assigned to the agent with the specified username.

• The value for the custom field fromMail is set to the email address of the message author.

If you need to apply several commands at once, enclose each placeholder in quotation marks. For example: toMail "${to}" fromMail "${from}". Without quotation marks, everything after the first placeholder is parsed as part of the same value.

For details, see Placeholders.

Command for new comments

Enter a command to apply automatically when a comment is added to a ticket from an incoming email message. You can also use placeholders in these commands.

If you need to apply several commands at once, enclose each placeholder in quotation marks. For example: toMail "${to}" fromMail "${from}". Without quotation marks, everything after the first placeholder is parsed as part of the same value.

For details, see Placeholders.

Delete processed email messages

When enabled, YouTrack deletes messages from the mail service after it creates the corresponding tickets in YouTrack.

Prefer plain text for ticket descriptions

When enabled, YouTrack uses the plain-text version of the message for the ticket description whenever the incoming message contains a plain-text version of the email. If the plain-text version is not available, the content from the HTML version of the message is wrapped in HTML tags, stored in Markdown syntax, and used for the description instead.

${from}

The email address of the message author.

${from name}

The sender name of the message author.

${reply-to}

The value that is stored in the Reply-To: field of the email message header. This is the email address that is automatically inserted into the To: field when a recipient replies to an email message.

${to}

The email addresses of all message recipients that are entered in the To: field of the email message.

${cc}

The email addresses of all message recipients that are entered in the CC: field of the email message.

${bcc}

The email addresses of all message recipients that are entered in the BCC: field of the email message.