Hello Jira community,
Does anyone use JSD (or JSM) for datacenter incident management? Mainly when the majority of tickets are generated by machines, scripts, or monitoring software rather than humans, and they need to be automated (routed, escalated, prioritized) based on what's in them: source, subject, body? Sort of like inbound mail rules: if the sender is "VMWare" and the subject contains "unexpectedly" and "down", then set priority to P3, assign to "VMWare admins", and set the SLA to 15 minutes.
Reason I ask: my team is attempting to evaluate JSD for the purpose, and I am not finding some of the core and necessary functionality that I've been taking for granted in Zendesk and ServiceNow: ability to route and automate tickets based on sender's email address (or other forms of identity such as tags). I've described some of the basic automations I am looking for in "basic JSD (tag-based) automations?" if that helps.
Thank you for any hints and tips.
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