Automation by listening for an email address

[Sara Överström]

Hi,

My name is Sara and I´m pretty new to JSM and have only been doing this for 6 weeks. I want to create an automation that is listening to a different email address when an issue is created. Not the default one that we are using in the JSM project.

My company wants the high incident to be reported from another email address and get priority highest in Jira. But when I´m looking at the automation page for conditions or actions I can´t find how to choose an email address.

For example, My customer system is completely down and we told them to report a major incident to prio1@companyname.com so the ticket gets the highest priority and alerts the right people at once. 

Is this something that can´t be done? Or what am I doing wrong?

Thanks for your help in advance!

Best Regards, 
Sara

[Sam Bartolome · Accepted solution]

Hi @Sara Överström ,

You can set an automation as below and amend as necessary like adding more reporters or send email notifications

[Sara Överström]

Hi @Sam Bartolome,

Thank you for your answer but then the customer has to send it from that email address. I want them to send from their email address to prio1@companyname.com. 
Do you know how to do that? :) 

[Sam Bartolome]

Hi @Sara Överström ,

To my understanding:

1. The customer will send an email to your instance when their systems is done. 
2. The email should create a ticket with the high priority.
3. If an email with a specified email address (prio1@companyname.com) is caught with your instance, the ticket's priority should be changed to highest prio

Are the above statements correct? Any other configuration you would like to achieve?

[Sara Överström]

Hi @Sam Bartolome ,

All the statements are correct! The only config missing is sending an email to the right people but that's the easy part of the automation ( I think) ;). 

[Sam Bartolome]

You'll need to create a user in your instance with the email address prio1@companyname.com

And then amend the automation as necessary, change the reporter equals Sam (as example) to the new account set with the above email and on the then statement add further details to send a further email to those that you require.

I hope this explanation has been helpful