Email requests automation question

Bader Almarhoon

Hello,

 

I would like to know if it's possible to automate requests sent by certain emails and assign it to certain agents? and if possible what are the steps?

Ex: a customer sent a request via email, the system will automatically assign this request to a certain agent

Another customer sent a request via email, the system will automatically assign the issue to a different agent. 

 

Also, is it possible to automate requests via email by a certain domain and assign it to an agent? and if possible what are the steps?

Ex: all external customers sent request via email from their company's domain, the system should assign it to a certain agent

 

Matthias Gaiser _K15t_

Hi @Bader Almarhoon

yes, that's possible.

You can setup a Jira automation rule like this:

The "for each" is an advanced branching component. I've configured it to use this smart value which extracts the email domain (everything after the @).

@{{reporter. emailAddress.substringAfter("@)}}

You can then use the if/then parts to assign based on your wishes.

Does that work for you?

Cheers,
Matthias.