Service Desk Automation: Different incidents send to different email addresses?

[Kasey Akak]

How can we automate when an incident is emailed to Service Desk it automatically routes and sends Impacting incidents to one email address and Non-Impacting incidents to another email address?

[Brant Schroeder]

Kasey,

I talk about how we use a single email and multiple email aliases to accomplish something similar.  We then use automations to adjust how they are handle and processed in the desk.  This should help you out, let me know if you have questions - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Configure-more-than-one-email-channels-in-a-project/qaq-p/690096

[Jack Brickey]

I don’t fully understand. If an issue is emailed to JSD the only fields (without an addon) that are processed are the subject of the email and the body. An issue is created in JSD with the Summary = Subject and the body = Description.

so how would you differentiate impacting vs non-impacting?

[Kasey Akak]

I just trying to figure out how an email can be sent to JSD and if the keyword "IMPACT" is in the subject, it opens an incident and sends a copy to one email address (distro). If it is non-impacting incident, an incident ticket is open and a copy is sent to another email (distro).

[Jack Brickey]

1. You would need an addon email handler to parse the email to create issues with the desired results
2. You could use automation to alert others. The built in automation “may” work for you depending on your specific needs.