Hi all,
I'm working with one of my colleagues to set up Jira Service Desk.
The primary channel that we'll use to raise tickets is email. Consequently, I've defined an email template to help us get everything into a standard format. A part of the template resembles the following:
Urgency: <urgency>
Impact: <impact>
Our SLA is configured based on Urgency/Impact. Ideally, when a request is created via email, I'd like to set the Impact and Urgency fields to the values specified in the request so that the relevant SLA can be applied.
Is there a way to extract these values from the template and set the corresponding fields on the newly created issue?
Thank you!
