Set up rules for incoming emails

Question

Hi,

I have tried to find the answer here at the forum but no luck and now my eyes are getting so tired about reading about automation and so on.

We are setting up our Jira Service Desk account and we mainly work with incoming emails. What we are looking for is to set rules for the emails so they can sort in different ques, tag words in the subject field and so on. Is this possible?

Thanks!

Erik Gustafsson_04x1tu · Answer

Thanks. Will try it.

Susan Hauth _Jira Queen_ · Answer

Hi Erik,

Have you looked at the Automation portion of Jira Service Desk.  You can set up automation rules that trigger on issue created and look for key words in the Summary.  You can then up date the request type, fire off alerts or change the assignee, or trigger a workflow step that transitions the issue to your queue.

We are definitely just using native JSD to do much of this.

Hope that helps

Susan

Alexey Matveev · Answer

Hello,

it is not possible to parse emails out of the box. You would need a plugin from it. For example, these ones:

https://marketplace.atlassian.com/apps/4977/email-this-issue

https://marketplace.atlassian.com/apps/4832/enterprise-email-handler-for-jira-jemh