Rule based on email channel

Tom W_tbo4na

Hello

I would like to do two things and I am not sure how to exactly, hoping someone can help.

 

First: when an email is received the priority defaults to High, is there a way to change this so it's Medium?

Second: is there a way to connect multiple mailboxes? So for example support@domain.com and feedback@domain.com?

Thanks

Angélica Luz

Hello Tom,

Thank you for reaching out to Atlassian Community!

It's possible to change the default priority for all tickets on a site, please go to Cog Icon > Issues > Priorities.

On this page, you can select the default priority on "Actions":

If that's not the case, it will depend on the setting on your project. For example, if it's a classic Service Desk project, it may have a post function on the "Create issue" transition that changes the priority (Project settings > Workflows > Click to edit the desired workflow > Select "Create issue" transition > Post functions.

Also, in Project settings > Request types > Edit fields > Request form the field can be hidden with a default value. You may also check that to confirm.

Now, if it's a next-gen, go to Project settings > Request types > Select the desired request type and confirm if there is a default value for priority.

Regarding the email address, it's currently not possible to add more than one. There is a feature request suggesting the implementation of such ability:

• Allow multiple email addresses to be associated with a single Service Desk

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica