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How to automate the request type based on summary/subject line?

Lindsay Bezaire

Wondering how to set up automation so when a customer request comes through email, it will be categorized properly into a request type automatically.

For example, if a client's email subject contains "create a profile", how do I have it categorized as issue type "New User Profile" request type?

Accepted answers

Kian Stack Mumo Systems

Jira Service Desk has automations that you can leverage for those purposes.

In this case, you'd want to perform the following:

Navigate to "Project Settings">"Automation">"Add Rule">"Triage Requests Sent by Email".

You should be able to configure the rules Like the following:

Screen Shot 2019-01-23 at 11.31.11 AM.png

All comments

Alexey Matveev

Hello,

You would need a plugin for it.

Have a look at the Email This Issue Plugin or Enterprise Mail Handler

Kian Stack Mumo Systems

Jira Service Desk has automations that you can leverage for those purposes.

In this case, you'd want to perform the following:

Navigate to "Project Settings">"Automation">"Add Rule">"Triage Requests Sent by Email".

You should be able to configure the rules Like the following:

Screen Shot 2019-01-23 at 11.31.11 AM.png

Lindsay Bezaire

Thanks Kian! I just tried this but there doesn't appear to be a way to automate the "issue type". Do you know of a way to automate the issue type?

Kian Stack Mumo Systems

I'm sorry, I thought you wanted it automated to a specific request type. If you want to define the issue type when an email comes in, you would need some other sort of functionality.

Can you clarify, are you asking for an issue type change, or a request type change?

Thanks,

Kian

Lindsay Bezaire

Hi Kian,

My apologies - upon further investigation, your response was exactly what I needed.

Thanks again

Lindsay

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