Word recognition rule that will set a priority to incoming Emails from customers - On JSD.

Raz Singolda

Hi all,

a. I have been searching online and within the system and I didn't find a definitive answer for the question if this kind of option exists.

I have been evaluating a few ticketing systems, they had an option to automatically recognize words in Emails sent by customers that are set in a rule, and set priority according to it.

Is there such a thing in Jira SD as well?

b. Could it be that the portal doesn't show all of the tickets I sent as test Emails? What could be the reason, and could you refer me to an article or a way to fix it?

Thank you!

Ivan Tovbin

Hi Raz,

a) Yes, this can be done. You can create an automation rule, which will trigger on 'Issue created' event and if the issue matches a proper JQL then it'll set the priority to, say, 'Critical'. A JQL for this can look something like this:

Summary ~ "Urgent" OR Description ~ "Urgent"

 

b) Can you give more details on this?