How to get automation rules based on forwarded emails working consistently?

Question

We have a number of email addresses that users are logging issues to. These email addresses are set up to forward to a single atlassian address linked to a single service management project.

We are trying to automatically set the Organization and Components field based on which email address has done the forwarding.

Initial testing seemed to show that Request Participants field would contain the forwarding email address, and rules were configured to run when the Request Participants field was updated to the desired value. The rules seemed to have worked on initial testing but now we are seeing two problems:

* Request Participants field does not always get set for the forwarded emails
* The rules do not always fire when the Request Participants field does get automatically set

Here is an example of one of the rules:

Guido Menardi · Answer

This is a problem with Customer permissions, you must select the 2nd option.

Shane McNeil · Answer

Here is an example to clarify:

UserA sends email to Application1@example.com which then forwards to emailhandler@example.atlassian.net

The email processor picks up the email and creates an issue. It sets the Reporter to UserA (which is what we want), it then sometimes sets the Request Participant(s) to Application1@example.com (this happens after issue creation)

So the only rule that works is one that looks at Request Participant changing value.

After some more testing it looks like Request Participant doesn't get set when User is a simple Customer type of user, but it does get set when I as an admin send an email through the intermediate address.

Even then, the rule doesn't always successfully evaluate.

Gaurav_0av1h6 · Answer

Hello @Shane McNeil

This is an interesting use case> If I understand correctly, the user sends the mail to an intermittent email id which then forwards it to the actual Jira email id to create the issue. This way the reporter to be the intermittent email id.

Based on this understanding, the below automation can be created. This can be customised to update the organization and component, in place of adding the comment.

Please accept the answer if this helps solve your query else respond and allow others to share input.