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Creating a smart value in the "From" field of an incoming JSM email

Robert Munoz

Excited about the JSM automation capabilities! I'd like to auto-reply from JSM when an email is received with a particular email address. I think you would call the "From" address as the Reporter? So, if I'm on the correct path, I believe I need to create a smart value from the Reporter email and insert it into an automation rule "If" statement and set the smart value condition equal to the particular email address I want to auto-reply to? So my question is, what is the smart value coding for the responder email address? {{issue.reporter.emailAddress}} for example?

Best regards,

Robert M

Accepted answers

Jack Brickey

You don't need to use smart values at all here. Rather you would do something like this...

Trigger - issue created

Condition - reporter is xxx

Action - send email to reporter

Now to be clear buy default the reporter will receive a notification when they create an issue, unless of course you have this disabled. If it is not disabled and you proceed with your automation then the reporter will get to notifications.

Alex Koxaras -Relational-

Hi @Robert Munoz

You don't have to use his/her email address. Since you already know his/her username, you just create your automation with conditional statement of that username. Does that make sense to you?

All comments

Jack Brickey

You don't need to use smart values at all here. Rather you would do something like this...

Trigger - issue created

Condition - reporter is xxx

Action - send email to reporter

Alex Koxaras -Relational-

Hi @Robert Munoz

You don't have to use his/her email address. Since you already know his/her username, you just create your automation with conditional statement of that username. Does that make sense to you?

Robert Munoz

I think so. I'm using "When: Issue created" and "Reporter" "equals". Seems I cant just type the email address, I have to add them as a user in order to select them as a Value? Screen Shot 2021-08-13 at 2.35.38 PM.png

Jack Brickey

Are they not already a customer? When they create an issue they would be a customer. Did you try typing the username?

Robert Munoz

As far as the whole automation goes and what I'm trying to accomplish:

Our users' software uses a particular email to send out automated bug reports to our dev/ops group or in this case back to JSM. This software email is what I want JSM to use as a conditional "customer/responder" and trigger email for a response back to the user email found in the email subject header/issue.summary. I don't know if I'm making any sense, but getting closer to what I think will work.

Thanks for your help Jack

Robert M

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