Incoming Support -> Work Item Created in According Customer Space

[tmp-edaf]

I want to create an automation in Jira. When a support work item is created via support email, I want to clone the same work item in the corresponding customer's space. Is this automation possible? Can anyone guide me through building this automation?

[Jack Brickey]

Hi @tmp-edaf , if these two spaces (projects) are in the same instance then yes this is a relatively easy rule. It will be a multi-project rule.

project A = project where email work item was created

project B = project where you wish new work item to be created

create rule in Project A

1. trigger - work item created
2. condition - you need to find a means to distinguish the work item from others so the copy isn't created when not desired
3. action - Create linked work item

hopefully The above gives you something to get started with. If you can provide clarification details I can assist further. Ideally create a rule and when you are blocked share it here.

[tmp-edaf]

I actually created a rule but stuck at the condition state (2). To be more specific, there is a service management space for support. I get emailed request from there. Also, there are seperate spaces for every customer in my environment. But these customers can also email to support directly for bugs, issues etc. So when someone emails to support, automatically the work item is created in support backlogs thanks to service management spaces. Also I want my automation to to find a way to understand the customer that sent the request to support (maybe with email extension) and create linked work item in that customer's space, but this understanding part (condition) is where I get stuck.

I hope I explained my scenario clearly. If any clarification needed please tell! 

[Jack Brickey]

Hi @tmp-edaf , let me make sure I have this, right.

• You have a single JSM project that is tied to a "support email" used by all customers. Any of your customers can use this email to create a ticket.
• You have separate and unique JSM projects for each customer.
• When a new ticket is created in your support JSM project, then you want to create a new ticket in the appropriate Customer JSM project

do I have this right?

[tmp-edaf]

Yes, you have it right! Only little difference I plan to configure is, restricting who will send email to create a ticket. Other parts are totally correct.

[Jack Brickey]

Ok, so I am unsure if we can make this happen or not, but here is my suggestion for you to try. If I get a few minutes, I will give it all go myself.

The trick here, as you have already identified, is in assessing which customer project is associated with the incoming ticket. My idea is to leverage the reporters email domain to determine the appropriate project. This obviously demands that we know all possible domains and can map to the customer projects. You can use the below Smartvalue to get the reporters email address and then you can manipulate it to remove the "xxxxx@" and the ".com".

 {{issue.reporter.emailAddress}}

obviously, this is a bit fragile given the variations of email address formats. Feel free to share your automation rule, and where you get stuck.

[tmp-edaf]

Yes I also figured out this SmartValue, but did not find a way to select the space name dynamically. Since I have to select the space I want to create the work item, I can't put a dynamic value to space name. Is there any way that you know to do that?

[Jack Brickey]

You can't do it dynamically but you can use an if/else block, e.g.

if 'company domain' = acme then create in the acme project

else if 'company domain' = bobspizza then create in the bobspizza project

else....