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
Also
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?
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:
https://support.atlassian.com/jira-software-cloud/docs/what-are-service-limits/
Regards,
Daniel
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.
Ravi
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Hi Ravi,
I understand Automation is a paid for feature?
I'd like to know if this is natively available also.
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