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Create JSD ticket based on certain keyword in email subject and reject if keyword not match


I am working on POC with JSA and want to create ticket only when it match certin keyword in email subject line or body.. for example..if mail subject line have word alert . If key word does not match , it ignore and do not create any ticket/issue. Can any one suggest if they done any thing similar?


1 answer


we have set up several automation rules in JSM (Jira Service Management) checking for keywords in the subject of an incoming Email. When rules matches than depending on keywords the issue is created as service request or as incident (and with prio high). Works in general but needs some optimization. We don´t use the "Match Case" checkbox for the comparison of the values in the  subject and had hoped that the system could also intercept inaccurate information or spelling errors in the keywords. Unfortunately it isn´t. Don´t know why.

Now i am looking for handle that by RegEx.

Regards, BeGu

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