In one of our service desk projects we want to know if it possible to auto-assign a ticket from a received email to the system where there is a cc, i.e. assign the ticket to the person who is cc'ed?
Hi @Richard Morgan,
I think you should be able to do what you want at the system level by adding a new mail handler.
If you create a new incoming mail handler to create new issues, one of the options is to assign the issue to the first cc'd user.
I hope that helps!
-Jimmy
Is this solution applicable to just at the project level? Looked to me like it's a system wide change.
It is unfortunately a system level change. I don't think there are an Jira Automation rules that cover this at only the project level.
@Jimmy Seddon My mistake. You can choose the project. Which I did and added it with the cc box checked. I then sent an email to the service desk with a cc, but that person was not assigned. Is there any change I need to make in the project itself to use the mail handler?
Is the first person in the CC field a user who has Service Team Member permissions for the service desk project where the issue is getting created?
Only a person who has been set up as a Service Team Member can be assigned to an issue in a service desk project.
Yes I chose a team member as the cc, Doesn't work
Hey @Richard Morgan,
I would check and see if the create screen in your screen configuration for the Email request includes the assignee field. You can test this by manually starting to create an issue and selecting the email request as the issue type. It will display what fields are available. If you don't see the assignee field. It might not be included and therefore it can't be set.
Just something to check.
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