When an email is received, you have the ability to include tokens in the body of an email that will change the value of an issue field. Once configured, these tokens require the incoming email to include [[TokenIdentifier:NewValue]], so that [[ precedes the name identifier of the token, then a colon, then the new value for that field, followed by a final ]].
Basic user fields have tokens already created that can be edited or deactivated. All user defined fields are able to have tokens created, then subsequently edited, deactivated or deleted.
There is one Command Token that allows you to close an issue via email. This appears at the bottom of the page with two predefined values. It can also be edited or deactivated.
The new value included in the email must match an existing value for that field. For example, if you want to change the Substatus value to In Process . First, Substatus must be activated with In Process as a value, then the token must be configured to accept changes, then in the body of the email you would include [[Substatus:In Process]].
For values involving a user, the new value must be that user’s ID. So if you wanted to change the assignment of the issue to John Smith with a user ID of jsmith and you had your assign issue token set to Assign , you would include [[Assign:jsmith]] in the body of an email.
To set up your email tokens:
The message Email Token successfully updated will appear at the top of the screen.
To deactivate tokens:
The message TokenName deactivated will appear just under the list of tokens, then disappear after a brief moment.