Filtering alerts from email integration in jira service management

Question

In Jira Service Management Cloud (no Opsgenie), I’m using an email-based integration to generate alerts. How can I filter those incoming alerts—based on keywords in the email subject (e.g. [Critical])—and have JSM automatically assign them Priority = P1, while all other emails default to P5?

And why isn't it possible to create automation rules with Alert created as triggered when not using Opsgenie?

Anusha A · Answer

Hi Gustaf,

Thank you for providing more details. I’ve generated a support ticket for you, and you will receive the ticket information via email. An expert from our team will contact you for further assistance.

Have a great week ahead!

Regards,
Anusha A

unknown · Answer

Hi!

It's just an email integration set up for the operations team in JSM. Like this:
https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-email/

But it doesn't seems to be possible to filter the alerts and set priority on the incoming emails.

Regards

Gustaf

Anusha A · Answer

Hi Gustaf,

Thanks for your question on the community.

Could you please clarify whether the "email-based integration to generate alerts" you mentioned is a marketplace app or how it integrates with JSM? Since we aren't using Opsgenie, it's essential to understand how the alerts are generated before we can consider automation. For instance, I can suggest the following automation where the task can be substituted with "Email request."

Looking forward for more information from your end.

Regards,
Anusha A