assigning a label to an email alias

Question

Hello all!

I hope that I explain this properly but what I am hoping to do is create an email alias that creates a ticket in our backlog. In order to keep these tickets separate from other tickets though, Id like to have a label autogenerated for each of these tickets created. This is so we can filter these tickets out. Does this make sense?

For context, the tickets generated from the email alias are support tickets but they will be in the same backlog as the development tickets as it all runs through the same team.

Ideas or suggestions?

Thanks!

Petter Gonçalves · Answer

Hello @Chrysta Hiser

Thank you for your detailed explanation.

There are several ways to properly differentiate a ticket created by the development team from the other support tickets on your site. Here are some suggestions that might work:

1 - You can create a separate request type dedicated to development requests. Doing this, you can instruct your development team to create issues using that specific request type to differentiate their requests from the other users. Does that make sense?

2 - If you want to prevent users from creating tickets with the wrong request types and move the ticket to the wrong queue, you can use the default Jira Automation (Under project settings > Project automation).

The challenge with this option would be to identify some field or parameter that would differentiate the Developers from others, something that is not manually set in the ticket and cannot be wrong. If your developers use a different domain in their e-mails, you can use the reporter domain custom field to identify the developers and automatically move their tickets with the correct request type, label or whatever field you want to differentiate their tickets. The Automation rule below would be the draft to achieve it, where the text field would be the reporter's domain:

Let us know if it makes sense.

Chrysta Hiser · Answer

Thank you so much for the response! And yes your understanding is correct. The reasoning behind this is to try and organize my team's backlog so that tickets are more easily found. So to clarify further, my engineering team is working in one backlog that holds all of their development tickets. What is needed is a way for others in the company to submit tickets to engineering if they need assistance (ex. a tool is broken) but I dont want the support tickets to get tangled up with the development tickets. So my thought was if there was a way that engineering support tickets could automatically have a label or be assigned to an epic, that would maintain better organization. I hope that makes sense!

If you have any other suggestion I would love to hear them! Im trying to figure out the best way to go about this issue.

Thanks!

Petter Gonçalves · Answer

Hello @Chrysta Hiser

Thank you for reaching out.

Per your description, I understand you would like to use the same e-mail alias as the reporter of the issues created in your project, however, use another field to (Like label) to differentiate a ticket from each other. Is that correct?

I must confess I didn't understand what would be the reason behind that setting. Can you please provide us with further details of why would you need this e-mail address?

Also, can you confirm if the e-mail address you are creating would be used for all tickets created? Or would it be used for specific tickets created?

I believe that the default Jira Automation (Under project settings > Project automation) can absolutely add your issues with any field to properly differentiate them, however, no new values can be created, unless you copy it from another unique value of the issue (Reporter domain, issuekey, etc).

Please, let us know the information above so we can provide you with more details on how you can achieve your goals.