Reasonable workflow for handling incidents?

[Deleted user]

Can some one help me please... I am wanting to automate the process of email requests and putting them into groups.

For example - if a client app is down and the request is an incident not a service request how can I automate this with the SLA's and queues.

Thanks

[Susan Hauth _Jira Queen_]

Hi Stacey,

Service Desk automation can read incoming email and based on keywords change a request type.  So if the email said incident it could change the request type.

But the issue type would have to stay the same.  But then the SLAs and Queues can be customized based on the Request type.

Hope that helps

Susan

[Deleted user]

Yes brilliant!

Do you know where I can automate the emails.

Stacey

[Susan Hauth _Jira Queen_]

Hi Stacey,

You need to first set up your service desk to receive email and ensure that you have a customer request type for receiving email (e.g. Email request).  It can only have summary, description fields.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Then you use the Service Desk Automation:

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Cheers

Susan

[Deleted user]

Thanks for this!

I cant seem to get the automation to work I'm sorry!

I apply the rule but nothing happens and it still goes into the service request queue when I need it to go into the incidents queue if stated in the email urgent etc... 

[Susan Hauth _Jira Queen_]

Hi

Did your check your automation log to see if it worked.  Otherwise paste a pic of it in here

S

[Deleted user]

Ive checked the log and it isn't executed I have no idea how to get this to work

[Deleted user]

Just checked all my rules and nothing is executing at all 

[Jack Brickey]

@[deleted], can u provide an image of your automation steps and maybe an example of email used to test?

[Susan Hauth _Jira Queen_]

we can help you debug

[Jack Brickey]

@Susan Hauth _Jira Queen_, it appears the discussion has moved to this new thread.