Jira Service Desk Requests via Emails

Clayton Attard

Hello,

We have configured JIRA service desk for email requests on our help desk email account.

Our query is, when a new ticket is created on email request, we need to change the subject of the ticket and renamed as follows, "[userdomain] - email subject" (ex. the sender is user@abc.com with email subject "Printer not working", so in this case, the ticket subject has to be create as follows, [ABC] - Printer not working.

 

Is this possible to achieve on JIRA?

Andy Heinzer

While Service Desk added the ability to customize some aspects of email notifications, it still cannot natively append/prepend a variable such as the sender's domain.  There is a feature request to add more ability to customize items like this such as in  https://jira.atlassian.com/browse/JSDSERVER-4911

Also the built in automation to Service Desk can change an issues summary field, but there is no way to prepend a variable that includes the customer's domain like this with the native Jira code.

This feels like something you would need to create a script for and use some plugin like Scriptrunner, Scripting Suite, or Power Scripts