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Different Workflows for Customer Request Type

We are building a customer care system where each team will have their workflow to complete a request that is forwrded to them.  But the problem we are having is that in servcie desk we are unable to switch issues types which are tied to the custom workflows.  I need to find a way via plugin or alternate configuration where we can have all questions submitted via one email address and then routed to the correct request type using Jira Service Desk automation or some other automation tool to the correct request type that is connected to a different workflow. 


Workflows are related to the Issue types.  Request Types will needs to be mapped to the appropriate Issue type and that will drive the workflow/process of the request submitted.

Please see if that helps.


You can use "Triage requests sent by email" automation rule to set different request type for the mails based on the key words.

E.g.  When Issue Created

If Summary contains "your request name"

Then Edit Request type (to set it to the appropriate ones)

Yes, this I know. My challange I need to find a way to have it grow through differet workflows based on the type of request. 

@Justin Snyder did you manage to get this right? Im using the same issue type for different customer request types and would like to know the same thing (and no its for issues created via email) so keen to know if you succeeded

Jack Brickey Community Leader Mar 09, 2018

@Justin Snyder, It appears you are focusing upon creation of issues via email and not the portal. Obviously the portal method takes care of this situation for you but w/ email you have a single request type. Then you want some autonomous means of parsing the email to be able to change the request type. Do I have this correct?

Assuming so, you will need some sort of addon for parsing the body of the email to set the request type. You may want to look at In-Mail Handler. I have no experience w/ it so you will need to research to see if it gets you closer to your goal.

In my world, my agents triage all incoming email generated issues (dedicate Queue for this) and if necessary move the issue to the proper request type.

Just use the Enterprise Email Handler for Jira it´s not that easy to configure, but you´ll get anything you want concerning mails...


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