Automation rule to get email recipient on ticket creation

Question

It frequently happens that our JSM agents create a ticket by sending email to customer with CC to our Jira instance.

I would like to setup the rule such that it changes the ticket reporter (=agent) to assignee and make the reporter equal to the request participant.

Is this do-able and if so how?

Thanks for your reply,

Jaap

Jaap van Driel · Answer

Hi @Walter Buggenhout ,

Thank you for your quick response.

I completely agree with you about the Creation of a ticket within JSM.

However, they kind'a refuse to do that.

That is why I am looking to find a way to automatically set the fields for them.

Walter Buggenhout · Answer

Hi @Jaap van Driel,

When your JSM agents write an email, they enter a subject, type their message and potentially add an attachment, right?

Why don't they just do that in your service desk, where those 3 fields are available and they have the option to create a ticket on behalf of their customer?

That would avoid the tricky workaround you are looking for, keep your agents in the help desk (where they should probably be) and take care of the notification issues as well.