Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to read email subject line and convert the ticket priority as per email subject line ?

Hi ,

 

Currently my customers are creating tickets through email method, they are using below format in subject line to create ticket.  Subject line will have priority of the ticket. So i want to read the subject line and change the priority of the ticket as mentioned in the subject line. now its even if subject line has P2 in priority field, ticket is being created as P3 . Please help me a way to automate this .

Sample email subject :

[Incident_Priority][Customer_Name]Alert_Subject

3 answers

1 accepted

0 votes
Answer accepted
Daniel Ebers Community Leader Feb 02, 2021

Hi @AKASH DP

I adjusted your rule slightly on my Cloud instance. In a test it worked fine.
Can you confirm this is what you meant?

 

grafik.png

Regards,
Daniel

Iago Docando Community Leader Feb 02, 2021

And don't forget to add every ELSE needed so it checks for every priority in the summary and sets the appropriate value in the priority field.

Daniel and Iago,

 

It worked, loved it. thank you so much for the help and will get back to you if i have any more questions

0 votes
Liron Atlassian Team Feb 02, 2021

Hi - Did you manage to resolve this issue ? 

Hi Liron,

 

No , i could not yet .

Liron Atlassian Team Feb 03, 2021

Hi Akash, it looks like the first answer from Daniel did the trick? 

yes Liron, I just followed Daniel. and it worked.

0 votes

You are already automatically creating your issues from received emails.

The summary of the issue is the subject of the email.

Just configure a project automation (cog icon in the lower left corner of your screen):

  • WHEN an issue is created.
  • IF summary ~ [Incident_Priority]
  • THEN update priority to [Incident_Priority]

Hi Iago,

 

I did create it that rule, but its not working. I did send an email having subject line as below , but ticket priority did not update to P2,  its created as P5 .

[P2 - Critical] Ticket status to be change in Berlin| Ticket status mismatch

Iago Docando Community Leader Feb 02, 2021

Can you share your rule configuration?

here is the rule execution log which contain errors.

 

Action details:

If block

The following issues passed:HALO-14600

Transition issue

Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):HALO-14600 (Waiting for support - 10818

Here is the rule config snapjsm.PNG

Iago Docando Community Leader Feb 02, 2021

I don't have a user in your system so I can't open that link. Just attach an image of the rule configuration

Iago, did you et my screen shot of job configuration ?

Iago Docando Community Leader Feb 02, 2021

I've seen a notification but I see no image on this conversation

Pleas see above snap

This is not what I've tried to explain to you.

the trigger and the condition are OK but after the IF the THEN should be UPDATE ISSUE. Priority=P2.

ELSE IF summary contains [Px-xxxx] THEN UPDATE ISSUE. Priority = Px

and so on

 

Unless I'm missing something you'll need to specify each Priority option

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Submit your Jira Service Management use case and win!

Hi everyone - in case you haven’t heard, we’re hosting the show of the century on November 10th: High Velocity: ITSM World Tour.     This virtual, concert-themed experience...

272 views 1 9
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you