Can I automate a service ticket from an outlook email

[larias]

I'm looking to automate a daily notification email from an outlook account to create a bug service ticket in Service desk.  Is this possible with Jira Service Desk out of the box?  Thanks. 

[Trevan Householder_Isos-Tech-Consulting_ · Accepted solution]

@larias Is there a reason you need to do it with an email?  I would suggest you consider using Project automation's Schedule Trigger to spin up a new ticket each day.  Much cleaner to setup & manage.

[larias]

Hi Trevan - The short answer is this is a legacy application script that generates the daily email when the ETL job has completed.  I'm trying to automate the process for when a failure has occurred and track it in Jira service desk.   

[Trevan Householder_Isos-Tech-Consulting_]

Gotcha, so the email is happening anyway.  If there's certain text in the subject line you could still use Project Automation to check the subject line for those words and spin up a new issue when those emails came in.

[larias]

That's doable, the email title is constant with the exception to the last word which can be Success or Failed.  I've never used Project Automation so a few tips would be appreciated.  Thanks. 

[Trevan Householder_Isos-Tech-Consulting_]

With the information provided, here's how I'd solve it:

1. Turn on email ingest for the JSD project

2. Make sure you have the issue type of Bug in your issue type scheme for this project

3. Run an advanced issue search with the following JQL:

summary ~ "your text from the email subject"

...and make sure if finds the correct issues.  Alter the jql accordingly until you get it dialed in.

4. As a Project Administrator, Go to Project Settings > Project Automation

5. Create New Rule

6. Select the Trigger: "Issue Created" and Save.

7. Click New Condition and select JQL Condition

8. Copy your JQL from step 3 and paste it into the JQL Rule Query field and click Validate (make sure it validates). Click Save.

9. Click New Action > Edit Issue and type "Issue Type" and then check the box to select the Issue Type field. 

10. Click the Issue Type dropdown field and select Bug, then Save.

11. Name your rule intelligently, then publish it. 

Testing:

12.  Send a test email to the address configured in Project Settings > Email Requests with the appropriate words in the subject line.

The email will have created an issue and if set up correctly, the Automation Rule will have changed the Issue Type to Bug for you.

[larias]

Trevan - Thank you so much.  This sounds like it will work for what I'm trying to do.  I appreciate your help!!

[Trevan Householder_Isos-Tech-Consulting_]

Great, please report back after you set it up so others with the same question in the future will be assured that it works.  :)

[larias]

Will do!!

[larias]

Hi Trevan - So I followed the steps you listed above and I'm getting the following error message when I try to process an email "You can't edit the request type because the issue type it's based on was removed. To restore the request type, add back its associated issue type in this project's issue type scheme"  I'm sure i'm doing something silly.  Hope you can help.  

[Trevan Householder_Isos-Tech-Consulting_]

@larias Make sure you have the correct customer request type associated with the correct issue type.  Then ensure that you have that customer request type configured to be used for email requests in your project email settings.