Best way to capture affected customer details from Assets for email-created requests in JSM?

[gollapudi sidhvi]

Hi Everyone,

In Jira Service Management, what is the best approach (fields or automation) to capture affected customer details from Assets in these scenarios?

1. A customer creates a request directly via email.

2. Customer A emails the helpdesk on behalf of Customer B (who may not have Jira access).

How can we differentiate the requester and the affected customer while linking the affected customer from Assets?

Thanks in advance for any pointers or references from the community.

[Andrea Tagliabue · Accepted solution]

Hi @gollapudi sidhvi ,

For the first scenario, no special configuration is required. Every JSM portal comes with a default email channel (spaceKey@site.atlassian.net), allowing customers to submit work items directly via email. The sender is automatically set as the requester, and you can use the {{reporter.email}} attribute to perform a lookup and filter the list of affected customers, making only those relevant to Customer A available but the agents still have to update it manually.

Currently JSM does not provide built-in functionality to interpret email content. However, if your subscription supports it, you could configure a Rovo agent to read the description of incoming email requests. When it detects a predefined markup (e.g. #affectedCustomer), it can automatically populate the corresponding field with the identified value.

Ciao