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Queue email requested issues depending receiver email address (connected email accounts)

Matthias Lochmann

Hi all,

How i can build an automation depending of the receiver address? We need four additional connected email accounts:

1@abc.com
2@abc.com
3@abc.com
4@abc.com

if somebody write an eMail to 1@abc.com, the generated issue should appear in the Queue "1" etc.

I don't know the query for the receiver address for building my automation... has anybody an idea how i can solve this issue?

Thank you & Best Regards

Accepted answers

Omar Mohamed Fathi

you can check this article will help you with the workarounds : https://jira.atlassian.com/browse/JRACLOUD-61425

please accept my answer if it helped you

All comments

Omar Mohamed Fathi

you can check this article will help you with the workarounds : https://jira.atlassian.com/browse/JRACLOUD-61425

please accept my answer if it helped you

Matthias Lochmann

this is not the needed solution, i don't need a query on the Reportes Domain... i need to build a query on the connected eMail Address where the Reporter has send the emailed Request:

Nicole Robertson_duuiqz

I suspect I am a bit late to help you @Matthias Lochmann but I have a solution to this. We are using a single helpdesk project but we have three different support addresses that customers can email to create a ticket. There is no way to handle this completely within Jira but I have found a workaround.

1. Within your email server, configure a routing rule so that emails coming to each of the three different addresses have a code added to the start of the email subject. eg:

email1@domain.com: Adds [email 1] to the start of the subject

email2@domain.com: Adds [email 2] to the start of the subject etc

2. Set up a Jira automation that catches new issues where the summary starts with one of the codes, eg [email 1]. Have it add a relevant label to the issue and then remove the code from the summary using smart values (see here for docs on how to do this).

3. Create queues that filter for the labels added by the automation

I have found that the automation finishes this before notifications are sent out to customers, so in my testing the customer never sees the code added to the email subject.

unknown

Hi
Not sure if you've found a better solution - but I discovered this automation (article link below) and it's worked for me.
I used it to identify which connected email account created the request, and from there I added in some automations to link tickets and add labels.

Identify JSM mail handler

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