It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is there a way to automatically set a custom field value for email submissions to Service Desk?

We are using JIRA Service Desk and have a custom field called "Contact Type" that hold the options for the different ways people submit issues:

  • Customer Portal
  • Email (default)
  • Phone Call / Walk In

When a ticket is submitted through the portal, we automatically set the "Contact Type" field to "Customer Portal". We'd like to do the same for email to save us a few button clicks, but can't seem to find an easy way to do it.

As it turns out, it looks like Service Desk will automatically apply settings from the Request Type that you mapped your email submissions to. For example, we mapped our email submissions to a request type that automatically sets the "Contact Type" to "Customer Portal". Thus when it comes in through email, it automatically gets the "Customer Portal" value rather than the default value of "Email".

Does anyone have recommendations on how to automatically assign a value to a custom email for email-based submissions?

 

1 answer

I believe this issue here talks about your problem: https://jira.atlassian.com/browse/JSD-897

Unfortunately, I don't think you can achieve what want without JEHM.(https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui)

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

336 views 0 7
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you