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:

Unfortunately, I don't think you can achieve what want without JEHM.(

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