How to identify if ticjet is raised from company internal id or personal id.

Question

I am creating a new service project where tickets are created from mails sent to a custom help desk id.

Emails can originate from a company domain email or personal mails.

I am looking for a way to identify and separate the tickets created by company id vs personal ids.

Angélica Luz · Accepted Answer

Hello @Blessed Family,

Welcome to Atlassian Community!

Using an automation rule it’s possible to get the domain of the email and add on a custom field, so when filtering tickets, you can filter by domain, for example.

On the automation below, I’m using a Text Field (read only) custom field to store the email domain:

On the “Then: Edit issue”, select a field where the domain will be stored, and on the value, use the smart value below:

@{{reporter.emailAddress.substringAfter("@).substringBefore(.")}}

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica