Automation Using Workflows

Luke Murray_mvcy4u

New JSM user here

I'd like to automatically assign a request type and add participants based on the requesters email address. 

Current Setup:

Two support email addresses for customers, IT@ and Product@ are forwarded to Service@ (this is the mail handler address). 

I have two licensed agents A + B and two managers C + D.

A + B require the ability to edit, update, close, assign requests (helpdesk users/admins).

C + D only need to be able to add comments to the ticket via email.

 

Expected workflow:

ticket created > from address IS product@ > assign to request type project > assign agent B AND add participants C +D

Also 

 ticket created > from address IS IT@ > assign to request type project > assign agent A AND add participants C +D

Is this something JSM-cloud supports natively? I've been unable to figure it out, although it seems like a basic help-desk function?

Ravi Sagar _Sparxsys_

Hi @Luke Murray 

It can be done easily with Automation.

You can add a condition based on user's email address which you can fetch using smart value.

For example you can find reporter email using {{reporter.emailAddress}}

You can then use automation action using a condition based on email.

I hope it helps.

Ravi