Setup Custom Field for Incoming Mail Handler

Question

We currently have email requests configured in our service project with several different alias addresses that would automatically create request tickets. I would like to add a component to a ticket based on what alias email ID the ticket was sent to. Is this something that can be achieved via Jira Automation?

For example, say we have the email requests configured for request tickets to be created when an email is sent to apples@fruit.com.

If an email was sent to apples@fruit.com, we would like to add the #apples component, but if the email was sent to oranges@fruit.com (alias address to apples@fruit.com), we would like the #oranges component assigned to it.

Any and all assistance is very much appreciated!

Mikael Sandberg · Answer

Check your customer permissions, make sure that they can "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project" that will allow email addresses in the To or Cc to be added to the request.

Omar_vq6wcn · Answer

Mikael,

The request participants filed doesn't seem to capture the alias email address the ticket was sent to. Any idea why?

Mikael Sandberg · Answer

You should be able to do that with an automation and by checking the request participants field, when you use an email alias the alias will be added to that field.