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Word recognition rule that will set a priority to incoming Emails from customers - On JSD.

Hi all,

a. I have been searching online and within the system and I didn't find a definitive answer for the question if this kind of option exists.

I have been evaluating a few ticketing systems, they had an option to automatically recognize words in Emails sent by customers that are set in a rule, and set priority according to it.

Is there such a thing in Jira SD as well?

b. Could it be that the portal doesn't show all of the tickets I sent as test Emails? What could be the reason, and could you refer me to an article or a way to fix it?

Thank you!

1 answer

0 votes

Hi Raz,

a) Yes, this can be done. You can create an automation rule, which will trigger on 'Issue created' event and if the issue matches a proper JQL then it'll set the priority to, say, 'Critical'. A JQL for this can look something like this:

Summary ~ "Urgent" OR Description ~ "Urgent"

 

b) Can you give more details on this? 

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