Update custom field in JSM issue via email header keyword

Kathy Barton_wvkx7h

Long ago, when I used Service Desk, there was functionality to add specific keywords to the subject of an email used to create an issue you could use to set the issue type and component. Fast forward 10 years or so and I am looking to do something similar in JSM but to set a custom field and I can't find any documentation about this feature at all. Does anyone know if this still exists in any form in JSM and if so, how to do it?

Thanks!

-Kathy 

Jack Brickey

Hi @Kathy Barton , Nothing like that exists OOTB in cloud. What you might consider is using Automation and a Condition to check Description contains.