Can Jira parse inbound emails to assign a category

[Penny Dutson]

We currently use Jira Service Management for internal users using the portal where we can control the data submitted and categorise as required.  We now are considering deploying to external clients who will send us emails.  Can Jira parse the Subject or body of an email to automatically categorise the type of query eg Payroll versus HR?  

[Jack Brickey · Accepted solution]

You can use Automation to achieve this by looking for specific text within either the Summary (subject) or Description (body). However, it is important to realize that when doing this for issues raised by humans it may not always be reliable since humans aren't necessarily reliable when it comes to following rules. I use automation for this very thing however I primarily use it for where I inspect issues created by other software systems which can be made reliable. Below is a condition example of this.

[Penny Dutson]

Thanks Jack and reading from the summary and description was how I thought it could work and agree there will still need to be manual intervention on many occasions due to the human factor.  Issue I can see with trying to assign a request type in this way will be if they include key words from more that one type!