Automation based on distribution list

[Mikel Whipple]

I have a project that 3 different teams use but are similar in need. However, each team has a distribution list with the projects email address as the only member. Depending on which email address it was sent to I want to be able to assign the tickets to a team. 

distributionlist1@companyabc.com to project@companyabc.atlassian.net

distributionlist2@companyabc.com to project@companyabc.atlassian.net

distributionlist3@companyabc.com to project@companyabc.atlassian.net

I do see when they email and the ticket opens it does at the dist list email to the requested participants but I can't get that automation to run correctly. 

[Mikael Sandberg · Accepted solution]

You should be able to use the Issue fields condition in an if/else block to do this, just check if the request participants contains the distribution list and assign accordingly.

I have a similar set up for our HR project, it has 4 different email addresses, and depending on the address used it is assigned to different people.

[Mikel Whipple]

BTW Great name!!! :D 

This is working for me but I have one weird issue, one of the distribution lists doesn't always add the request participant as the distribution list. I am trying to determine if it is just forwarded emails or what. 

[Mikael Sandberg]

You should be able to see what is going on by checking the email log and download the raw email for those requests where the distribution list is not added as request participant. Any address in from and cc should be added depending on how your customer permissions is set up.

[Mikel Whipple]

I think I figured it out, I had to set the permission for the customer to add the request participant.