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Is it possible to see the Connected Email Account Sent to, without changing request type?

Calvin

Hi all,

We use one Incident request type which then splits the type of incident based on Service. We would very much not want to create an Incident Request Type for every Service we have.

With the ability to have multiple emails set up, I want to have one particular email that is used for a certain Service/team we have set up. This email could then ping an automation to assign the ticket appropriately and place it in whichever queue without it affecting our generic incident email address.

But I can't seem to find anyway to pull that "which email it was sent to" value? Docs seem to suggest having to use request types only. I'm hoping I'm just missing something.

API is the only other way i can think of, but I don't want to do an API call for every email that comes through just to find out what type it is.

Cheers

https://jira.atlassian.com/browse/AUTO-1062

Accepted answers

Aaron Williams

Hey @Calvin

Just to make sure I've understood.

You have a number of external services, with different email addresses, that you'd like to set up in your desk to log incidents. And when these are logged you'd like them to be able to be sorted by automation to the correct queues?

Thanks

Aaron.

All comments

Aaron Williams

Hey @Calvin

Just to make sure I've understood.

Thanks

Aaron.

Calvin

Hi Aaron, thanks for your comment

Basically I have two:

General Incident Email
Special incident email for a certain Service that will only be used for systems

So far I have the first one setup and it has its own automations that do things. For the second one, I want it to assign to a certain user via automation, notify certain people etc.

So I need a way to tell apart which one the email went to for the automation to know what to do. And I don't want to tell them apart via Request Types otherwise they'll just be "dummy request types" used just for telling these apart. Was hoping there was some smart value I can use instead to compare.

Aaron Williams

Hmmm ok 😅.

When the issues come in from the special incident email into the desk, what are the key differences between them? Is there a possibility that the summary can contain the system name as part of the alert?

Calvin

Thanks mate, I'll have to check. But its sounding like this may be the only viable option besides just having to use a new Request Type for incident. Appreciate the different thinking!

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