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How to read email subject line and convert the ticket priority as per email subject line ?

AKASH DP

Hi ,

Currently my customers are creating tickets through email method, they are using below format in subject line to create ticket. Subject line will have priority of the ticket. So i want to read the subject line and change the priority of the ticket as mentioned in the subject line. now its even if subject line has P2 in priority field, ticket is being created as P3 . Please help me a way to automate this .

Sample email subject :

[Incident_Priority][Customer_Name]Alert_Subject

Accepted answers

Daniel Ebers

Hi @AKASH DP

I adjusted your rule slightly on my Cloud instance. In a test it worked fine.
Can you confirm this is what you meant?

Regards,
Daniel

All comments

Iago Docando

You are already automatically creating your issues from received emails.

The summary of the issue is the subject of the email.

Just configure a project automation (cog icon in the lower left corner of your screen):

WHEN an issue is created.
IF summary ~ [Incident_Priority]
THEN update priority to [Incident_Priority]

AKASH DP

Hi Iago,

I did create it that rule, but its not working. I did send an email having subject line as below , but ticket priority did not update to P2, its created as P5 .

[P2 - Critical] Ticket status to be change in Berlin| Ticket status mismatch

Iago Docando

Can you share your rule configuration?

AKASH DP

here is the rule execution log which contain errors.

Action details:

If block

The following issues passed:HALO-14600

Transition issue

Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):HALO-14600 (Waiting for support - 10818