How can I detect which one of the email addresses from the Service Desk created the issue?

[Javi Moncayo]

Hi all,

I am currently using a Jira Serice Desk project with several email addresses to allow our partner's customers to create issues on our side.

xxxx.partner@jira.net
yyyy.partner@jira.net

Each of those, receives emails forwarded from a shared mailbox from our Microsoft account.

Once the issue is created, I can nicely see the email address from the customer identified in the "Reporter" field, which is fantastic.

On each of the email logs, I can see the email address that received the email on a line like:

for xxxx.partner@jira.net. 

But I do not know how to access that information from the "Automation" wizzard. How can I create an automation rule to add a specific "Label" to the newly created issue based on the email address that has received the email?

The goal of this is to do not replicate issue types and just use labels to track where they are comming from.

[Marc - Devoteam]

Hi @Javi Moncayo 

As you mention, you see this in the reporter field, you can use the reporter field information to set a label on the issue.

[Javi Moncayo]

I am afraid that does not work... My "Reporter" field is filled with random email addresses and domains, so I do not know which partner they are comming from... that is linked with the email address on the Service Desk project that I have shared with each of them.

[Marc - Devoteam]

Hi @Javi Moncayo 

Do you have mail address xxxx.partner@jira.net linked to a specific request type and 
yyyy.partner@jira.net as well?

[Javi Moncayo]

What we have at the moment is:
Partner X --> xxx.partner@jira.net Email address on Service Desk --> "Support Request" issue type
Partner Y --> yyy.partner@jira.net Email address on Service Desk --> "Support Request" issue type

So a customer from Partner X, sends an email, and on the jira ticket I can see the Customer email addr and all as expected and both share the same workflow.

What I am blocked with is a way to "see" what email address triggered the creation on the ticker from Jira Automation to add a label to the ticket with the partner name.

Does this make sense? Perhaps there is a better way to achieve the same result.

[Marc - Devoteam]

Hi @Javi Moncayo 

Can you share details based on screenshots?