JSM Automation - Auto-update Requestor on JSM Ticket from Email Address in Ticket Description

[Clint Moollen]

Hi JSM Experts,

I need some assistance with a Service Desk setup issue.

Background:
We have a customer portal where customers log product and service requests. These requests are submitted with a standard set of fields, including the requestor's email. Based on specific categories, some of these portal requests are routed to our Service Desk, creating tickets via email.

Challenge:
The tickets routed to the Service Desk are sent from an internal email, so the Requestor field on these tickets is populated with the internal email instead of the actual customer's email. However, the actual customer's email is included in the Description field of the ticket and labeled as "Email."

Ask:
Is there a way to automate this process so that the Requestor field is updated with the customer's email address extracted from the Description field?

The incoming ticket data is structured and consistent, so the email address can be reliably located within the Description.

Any suggestions or solutions would be greatly appreciated!

Thanks!

Clint

[Kai Krause]

Hello,

i think your usecase is documented here Extract Content out of Description and Summary with Regex and Automation | Jira | Atlassian Documentation 

BR
Kai