How use automation with mail handler, how send auto respons base on ticket summary

[Shah Baloch]

I have two questions about Jira automation. If someone helps me I appreciate that.

1- I configured mail-handler where Jira creates a ticket when an email received. The problem is it is using a single issue type for all emails which I selected from the mail handler setting. I want Jira to use different issue types base on the email subjects. For example, if the email subject is "Purchasing Request" then it should use "Task" as issue type, but the email subject is "Customer Support" then it should use the "Story" issue type. Or use the same issue type but separate components for purchasing and support. Either one, I prefer components.

2- Customer create tickets in Service Desk by inquiring minor things, even we linked articles with Service Desk where populate those articles while typing a subject, however, the customer still creating tickets. We can't stop them by creating a ticket, but we're looking for an automation process, like if the summary line is "How to use the product", then it should send them an auto email with the link of the user-guide and then close the ticket.

How I can accomplish these by using automation? I don't have much idea about automation and I tried to figure it out but didn't have luck.

Thank you

[Sherry Goyal]

@Shah Baloch 

Thanks for writing to us.

Good to hear you figured out second part.

For the first part, I believe creating ticket from email is more of Jira specific feature, but we can write rule using automation only once new ticket is created.

I can give you a way out if you feel like planing rule like:

• Issue created trigger
• if/else condition where you can check if {{issue.summary}} equals "subject1" then create issue action(where you can select your issue type as story), else if {{issue.summary}} equals "subject2" then create issue action(where you can select your issue type as task)
• Delete issue action

Bit of hacky but will give you control over subject. If you like it, maybe give it a shot.

OR else wait for someone from the team who has knowledge on service desk email handlers, if they can come up with something better here.

Cheers
Sherry (Automation for Jira)

[Shah Baloch]

I figured out the 2nd part. I was able to create a rule and add a keyword, and tested, it is sending email to users.
However, i am still not able to figure it out with the first part. If someone helps me that how I can set rule with Jira use an issue type base on the email's subject. appreciate that