How do I categorize email request using the summary/description content ?

Question

Hello,

I am completely new to JIRA service desk and its philosophy for email request management and I would like to understand the best way to categorize an incoming email depending on a regex of the summary/description.

Let's say I have a common support@mycompany.com email address for several products I sell. For an incoming email, I would like to categorize it depending if it is about productA or productB and then 'cc' the corresponding support team.

We were previously using spiceworks hosted on our servers and I had the possibility to automatically add in cc a given list of people if I detected 'productA' in the email sent by the customer. What would be the best way to do so in JIRA ?

I found my way around 'Incoming Email' section to connect the common support address to my JIRA account. However I do not understand how to categorize the incoming emails. Should I use email processors ? handlers ? Also should I have a project per product ? I also saw email request types, issue types, workflows, queues ... how should I use them to separate the request for each products?

Many possibilities and I really don't understand which one should be used in my case...

Thank you in advance for your kind help !

Maxime Dufour · Answer

Hello Susan,

Thank you for your answer ! I just had a look and it indeed looks similar to what I need. However I think I need something at the upper level, meaning that when my Jira issue handler see an email request on my generic support email how can I automatically assign it to a project ?

And afterwards I can indeed automate some of the future processes as you mention.

Maxime

Susan Hauth _Jira Queen_ · Answer

Hi Maxime,

Did you look at the Automation in the Project Settings of your service desk.  You can look for key words on the creation of an issue, and then do any number of actions from that.

Susan