How do I auto assign tickets to Teams, based on an e-mail domain in description field

Michael Krarup Stefansen

We have a setup where customer e-mails are send to a shared mailbox and from that mailbox, e-mails that require a ticket to be created are forwarded to the Jira Service Management solution.

These e-mails has the person forwarding it in the requester field, but we need to assign it to the customer responsible team, which is based on the customer e-mail domain.

How do I pull out that customer e-mail domain from the Description field and automate the assignment to the responsible team?

Tuncay Senturk _Snapbytes_

Hi @Michael Krarup Stefansen 

Pulling out the customer email domain from the Description field is easy but it may also come with other problems, e.g. if there are multiple emails in the description field, etc.

I'd suggest

- create a custom field to store the domain (say it is Domain: customfield_12345)

- then create an Automation rule and set the trigger (e.g. Issue Created)

- add an action to extract the email domain with a regular expression something like the below

{
  "fields": { 
     "customfield_12345": "{{issue.description.match("(?<=@)[a-zA-Z0-9.-]+")}}"
  }
}

- add an action to assign to the team (you can use the Domain custom field or the regular expression directly here)

On the other hand, there is the free app, SnapAssign on the Markeplace which you can use to offload some of the burden. I am one of the folks behind, if you have any questions please do ask, I will gladly answer.