Is it possible to use a keyword to generate tickets from email?

Question

I would like to use email requests to auto-generate tickets but half the emails we get do not need tickets. Is there a way to use a keyword (Jira) in the subject line to automate this process? If so, where can I find documentation?

Thank you

Pramodh M · Answer

@Katelyn Macri

By default as of now, it's not possible.

What you could do is, create a queue and then add the issue you need to work on the queue you created!!

There are feature requests in reference to your question, please feel free to vote on these

https://community.atlassian.com/t5/Jira-Service-Management/Filtering-incoming-E-Mails-from-specific-words/qaq-p/1712995

Thanks,
Pramodh

Mark Segall · Answer

Hi @Katelyn Macri - If you have an email tied to a project, it's going to generate requests regardless of business logic. However, there is a potential option to help keep things tidy with some automation: * Use the email request type as a point of triage * Automation Rule 1 - weed out the legitimate requests* TRIGGER: Issue Created * CONDITIONS - You want something that looks for new issues that have been created under that email request type and meet your tagging requirement. In this example, I'm looking for issues where summary begins with Jira** Customer Request Type = * {{issue.summary.left(4)}} = Jira * ACTION: Edit Issue* Change the Request Type to something the team will actually work on * Automation Rule - Cleanup* TRIGGER: Scheduled (pick a schedule where the system looks for any stale issues assigned to the Email Request Type* Created < Today()-xd AND Customer Request Type = * ACTION: Transition Issues to Done (If you feel confident, you could probably set them to delete, but I never leave things to chance)