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Automatically Assign from Email Keywords?

Jonathan Horwath (PRIDE IT)

Hello

We are very novice users of JIRA-SM, cloud based, and we currently receive about 99% of help requests via email. Is it possible to have JIRA automatically assign a ticket based on a keyword in the email subject or body?

For instance, if the email has 'Bananas' or 'Peaches' in the subject or body, it's assigned to Pete, who's in charge of fruit. If it has 'Chicken' or 'Beef', it goes to the butcher, Gary.

Is this functionality possible without additional software? If not, which would you recommend, specifically for ease of setup?

Thank you

Accepted answers

Brant Schroeder

@Jonathan Horwath (PRIDE IT) Welcome to community. You can use automations to make the assignment. You set it up so when an issue is created by the customer you check the summary field to see if it contains the value and then you make the assignment.

Another option would be to add it to the workflow using an app like JSU or ScriptRunner. Depending on how many issues you get the workflow option might be cheaper.

I would actually suggest building out your portal and directing customers to submit requests there. Then you can just add the assignment on the request type.

Suprija Sirikonda _Appfire_

Hi @Jonathan Horwath (PRIDE IT) ,

Using "Update Any Issue Field (JSU)" post-function of JSU, you can automatically assign a ticket based on a keyword in the email subject.

Add Update Any Issue Field (JSU) post-function on the Create transition. In this, add two Regular Expression pre-conditions : one for Bananas and the other for Peaches and add the below regular expression :

For Bananas :

^[\s\S]*Bananas[\s\S]*$

For Peaches :

^[\s\S]*Peaches[\s\S]*$

Select "OR" in the pre-condition section. Select the Assignee field and add the account id of user(Ex-Pete) in the Field Value. Refer to the screenshot below :

Similarly, add another Update Any Issue Field (JSU) post-function on the Create transition for 'Chicken' or 'Beef' and add the account id of user(Ex-Gary) in the Field Value.

If you want to verify the email body instead of subject, then replace Summary with Description in the Regular Expression pre-condition.

We have opened a support ticket, https://beecom-products.atlassian.net/servicedesk/customer/portal/3/JSU-3486 to better track your request. However, we couldn't add you as a reporter. Please sign up using this link https://beecom-products.atlassian.net/servicedesk/customer/portal/3/user/signup and share the user name/id. We'll then add you as the reporter and confirm.

Thanks,

Suprija

All comments

Brant Schroeder

Another option would be to add it to the workflow using an app like JSU or ScriptRunner. Depending on how many issues you get the workflow option might be cheaper.

I would actually suggest building out your portal and directing customers to submit requests there. Then you can just add the assignment on the request type.

Jonathan Horwath (PRIDE IT)

Hello @Brant Schroeder and thank you for the welcome

Can I use Automations even when our issues come in over email? We have it set like this because even though the portal is up and running, our customers don't have internet access but they do have email.

Is there a Wiki or FAQ I could review for creating an automations on emails for assignment?

Thanks again

Brant Schroeder

@Jonathan Horwath (PRIDE IT)

Yes automations can be used regardless of the channel they come in on.

Documentation: https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

Suprija Sirikonda _Appfire_

Hi @Jonathan Horwath (PRIDE IT) ,

Using "Update Any Issue Field (JSU)" post-function of JSU, you can automatically assign a ticket based on a keyword in the email subject.

For Bananas :

^[\s\S]*Bananas[\s\S]*$

For Peaches :

^[\s\S]*Peaches[\s\S]*$

Select "OR" in the pre-condition section. Select the Assignee field and add the account id of user(Ex-Pete) in the Field Value. Refer to the screenshot below :

Similarly, add another Update Any Issue Field (JSU) post-function on the Create transition for 'Chicken' or 'Beef' and add the account id of user(Ex-Gary) in the Field Value.

If you want to verify the email body instead of subject, then replace Summary with Description in the Regular Expression pre-condition.

Thanks,

Suprija

Jonathan Horwath (PRIDE IT)

Thank you kindly for the detailed response. In the future, should we require this process again, we will certainly consider JSU.

Jonathan Horwath (PRIDE IT)

Thank you for the information. I was able to use Automation to create a simple set of rules and, in a surprising twist, the rules worked the first time!

I have two keywords to filter by, and including both in the filter separated by a comma, didn't seem to work. Instead, I just made a rule for each keyword. It's ugly but it's working, and easy to maintain.

Again, thank you.

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