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Automation Using Workflows

New JSM user here

I'd like to automatically assign a request type and add participants based on the requesters email address. 

Current Setup:

Two support email addresses for customers, IT@ and Product@ are forwarded to Service@ (this is the mail handler address). 

I have two licensed agents A + B and two managers C + D.

A + B require the ability to edit, update, close, assign requests (helpdesk users/admins).

C + D only need to be able to add comments to the ticket via email.


Expected workflow:

ticket created > from address IS product@ > assign to request type project > assign agent B AND add participants C +D


 ticket created > from address IS IT@ > assign to request type project > assign agent A AND add participants C +D

Is this something JSM-cloud supports natively? I've been unable to figure it out, although it seems like a basic help-desk function?

2 answers

0 votes
Ravi Sagar Community Leader May 27, 2021

Hi @Luke Murray 

It can be done easily with Automation.

You can add a condition based on user's email address which you can fetch using smart value.

For example you can find reporter email using {{reporter.emailAddress}}

You can then use automation action using a condition based on email.

I hope it helps.


Hi Ravi, 

I understand Automation is a paid for feature? 

I'd like to know if this is natively available also.

0 votes
Daniel Ebers Community Leader May 31, 2021

Hi @Luke Murray

Automation is included without any additional cost in every Cloud plan.
However, based on your current plan there might be restrictions, you can learn more about them here:


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