How to send email to jira service agent directly

Question

Hi

we have 5 developers for customer change requests and the customer wants to send emails directly to a specific service agent, e.g. tom

So when customer sends email to tom@email.com then there should be created a jira issued, assigned to tom and a notication send to tom.

how would this be done?

If the customer send a email to our atlassian support email adress there will be a jira issued created but with no assigne...

Rilwan Ahmed · Answer

Hi @MS

when customer sends email to tom@email.com then there should be created a jira issued, assigned to tom and a notification send to tom.
-- This is not possible and it is not a good idea also. Because any user sending any emails to tom, Jira will create ticket.

Workaround:

1. Add a component with required users as default assignee. Create a request type with component field and share the request type url to the customers so that they will create ticket from there.

2. Create automation rule and add {{smart values}} condition
First value: {{reporter.emailAddress}}
Condition: Contains
Second value: email address or domain name of the sender

MS_xx98kh · Answer

Hi

hm, this means that ALL emails from Customer A goes to one developer, but some emails should go to designer emailadress, others to developer emailadress ( assignee).

Kuan Yi Ming (ServiceRocket) · Answer

Hi @MS

You can create a Jira Automation rule, with the scope set to your Jira Service Management project.

This automation requires that you include a user condition, where the Reporter is the specified customer.

For the automation's Action, use an Assign Issue action to assign the issue to Tom.

Hope this helps!

Regards
Yi Ming