Triange email request Automation

Vusi_Ndaba

Hi 

We have currently set up Jira for our CWT support desk, we currently have two inboxes linked which in Jira are queues and they are Portrait and Online Support. Please advise and assist as to how can we ensure that the emails sent to the r email addresses are re-directed to the respective queues. I believe this can be done through Automation but now sure how as we would like to use the most common keywords for the re-direction to the correct queues.

 

Angélica Luz

Hello Vusi,

Welcome to Atlassian Community!

Testing the automation to redirect tickets to the correct queues, I didn't find any option that could get the email address. With that said, it will not be possible to know for which address they send the request.

If you are using a Classic project, you can configure a request type for each of the email addresses. So my suggestion would be to use different request types for the addresses and then no automation is needed because you can edit the queue and filter only tickets for request type A and another queue for request type B.

Hope this helps and let us know if you need any other information about how to do this.

Regards,
Angélica