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Automation for templates


I am trying to sync our HR's system with Jira and need some help please.

What it is, HR's system will be sending an email into our SD for all new employees. This will trigger a ticket on our SD. 

We are expecting that all access levels or IT equipment required for  a new starter will be included in that email and transferred automatically into our ticket.

How it works right now?

At our customer's portal we have ticket type called 'Onboard new employee'. There is a template that needs to be filled in (with some boxes to ticket or some mandatory text free boxes for instance). Person creating a ticket needs to manually filled in the template in our customer's portal. Once its done, we receive the ticket in our Service Desk as 'Onboard new employee'. 

What we need is:

An email to be sent out into our Service Desk with whatever is required for the new starter and that would create a ticket and transfer all the fields from the email into the existing template in the ticket.

As we know, anything that comes through to the SD via email it create an email type ticket.

I have created automation that changes the ticket type to 'Onboard new employee' which is great. However, I have no idea how to automate the transition from the email content into the ticket (to automatically fill in all the fields in the ticket template as it would be normally done manually). I hope that makes sense.

I have copied and pasted all the fields from the ticket into the email, in exactly the same order, but these are not being filled in automatically.

Has anyone create anything similar please?


An example of what we need:

Raise this request on behalf of


Employee Name James Bond


Employee Start Date 19/Jun/2022


Line Manager Tomasz Bis


Employee Job Title IT Manager


User affected


Location Manchester 


Department Data Team


Equipment Required


Laptop Y






Mobile Phone


Headset Y


Monitor Y


Mouse Y






Access level (For developers only) User


Licence requirements TBC


Home Address TBC


Anything else? N/A

1 answer

Need to transfer the ticket template such as attached for existing ticket in customer's portal - Screenshot 1 attached

From email content - screenshot 2 attached 


Many Thanks

TomaszCS portal 1.PNGemail 2.PNG

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