How to update request type based on the mail address

Question

Hi all,

I´v got a problem with an automation rule. We have one in our Jira Service Desk instance that updates the request type of the issue created upon the reception of an email to our Service Desk.

The rule looks on the description field, where the customer email adress is specified, most of the times in text mode. The problem is that sometimes, this email adress comes in url mode and the rule is not executed.

Does anybody know any operator, or function we could use in order to discriminate the email adress in url mode?

Thanx a lot in advance and Kind regards,

Radek Dostál · Answer

A text is a text, I don't understand you wouldn't show us the current implementation/setup and a sample "working"/not-working description so we can understand why the mail markup is problematic? How can we ever know what the problem could be?

Is that a '<a href="mailto:xy" .. '  or what are we talking about here. How is the rule processing the description?