Ticket creation based on one or multiply e-mails - request for advise

Question

Hello,

is that possible to create the ticket in Jira Service Desk based on customer mail address 1 = service request, e-mail address 2 = incident, e-mail address 3 = change, e-mail address = problem?

Kind regards

A.

Liam Green · Answer

Hi @agnieszka.mietz-blijleven

Welcome to the Community!

As Ben said, you may be able to achieve this with automation.  You could also use the Email this Issue add on to achieve this: https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

Hope that helps,

Regards, Liam

Ben Friedman _Ben_viter_io_ · Answer

hmm.. i dont know if that can be done directly, but, through the automation, you can set a rule such that:

1. on ticket created

2. if email is..

3. then create new issue (and possible edit its request type too)

4. link the issue to the original issue

hope that helps