Assign issues automatically based on requester's e-mail domain

[Knr]

We are migrating from Freshdesk to Jira, and our primary request types are via email. We are consulting with various companies, and some agents have their own customer bases. Previously, we could assign customers based on their email domains.

So I would like to establish the following rule:

If the requesters' domain contains "@examplecompany.com," the ticket should be automatically assigned to agent A. 

Is there an easy way to set up this rule, perferably with multiple domains?

[Samuel Gatica (ServiceRocket) · Accepted solution]

Hi @Knr 

Welcome to the community!

1. Create a Domain type field to extract the reporter domain easily.
2. Create an automation to assign the issues to your agents.

Trigger: Issue creation

Condition: IF/ELSE

IF (smart value condition) domain equals abc.com

Action: Assign to agentA

Else IF field domain equals xyz.com

Action: Assign to agentB

I hope this helps!

Best regards

Sam

[Knr]

Thanks for your answer @Samuel Gatica (ServiceRocket)! Unfortunately this automation still doesn't work.
The audit protocol says that both the "If"-Block and the "If"-/"Else"-Block did not pass the condition, although I used our companies domain and tested with my company mail.

Maybe it has something to do with the "Domain of the Reporter" field not working at the moment? (https://jira.atlassian.com/browse/JRACLOUD-74348)

As long as the automatic assigning doesn't work, we won't be able to migrate to JSM, as this is vital for our operation.

[Samuel Gatica (ServiceRocket)]

Hi @Knr 

Can you please upload a screenshot with thr details of your automation?

Best regards 

Sam

[Knr]

Thanks, hope this helps?

[Samuel Gatica (ServiceRocket)]

@Knr 

Can you also uploaded the a screenshot from the audito log showing the error?

[Knr]

@Samuel Gatica (ServiceRocket) well, I just found the error. It needs to match just "gmail.com", not "@gmail.com"

Thanks for your help!

[Samuel Gatica (ServiceRocket)]

Excellent!

Please remember to "Accept answer " of you are satisfied with the solution. 

Best regards 

Sam