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.
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
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.
Then you use the Service Desk Automation:
Hello Atlassian Community! I'm Teresa, the Product Marketing Manager for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs