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How to Automatically segregate the bug and Task feeding some keywords in JIRA Service desk

Problem:- I want to configure the JIRA Service desk project, in which i want to configure auto segregation of Bug and Task by some keywords. I tried configuring email, but when email comes JIRA service desk created the ticket with Issue Type "Emailed Request".

Is there any way to select by default issue type bug or task when we receive an email on configured email id.

Please guide me step wise if this is possible.

1 answer

1 vote
Alex Koxaras Community Leader Sep 08, 2022

Hi @Murtuza Dudhiyawala 

Request types on JSM are bound to only one issue type, meaning that the build-in email handler of a JSM project can be associated with only one request type and consequently only one issue type.

There are some other workarounds to this:

  • You can setup a different email handler (out of this project) to handle certain email requests. But then you have to also automate the workflow in such a manner so as to place the request type name on that issue.
  • You could add a jira automation to that project, so as whenever a 'generic" issue is being created on your SD, if it has on the subject or on a field the word e.g. bug, then it would change issue type and request type automatically
  • The above configuration could be done as well from within the workflow

Hope any of the above helps.

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