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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

I am interested to replace old Email Triage automation with new automation rules Edited

I read most articles about automation and service desk and I could not find an example of how to triage emails via new automation

Perhaps I am not very clear how the email creation issues work. If the incoming email (after passing the spam gates) is just converted into a new issue then the (old) automation is applied, this is easy, I just create a new automation, check the inbound channel and start to automate it as I wish.

But if the old automation for email triage takes place before the issue is created then I need help with my question.

2 answers

2 accepted

0 votes
Answer accepted
Jack Community Leader Nov 03, 2020


I'm not sure if I understand here or not. By "old automation" I am assuming you mean the original JSD Automation prior to Project automation becoming Automation?

Let me see if I can throw out some text and see if it hits the mark...

So both the original Automation and Project automation rules worked independently and could be triggered upon creation of an issue so in effect you could create rules that collided in some way. So basically they work independently and you needed to place care when creating. Atlassian has, as you are likely aware, begun to roll out a single Automation solution and most cloud users are on this by this time I suspect. Moreover, Atlassian is automatically rewriting your legacy rules replacing w/ new rules. So you should not have to worry w/ any of this in theory.

one last comment on your last sentence...

Automation (old or new) do not take place "before the issue is created". Automations can only happen post creation.

Yes. I noticed the change and heard old rules will be automatically replaced

Is good to know the order of operations thanks a lot

I will wait for the conversion then expand from there

0 votes
Answer accepted
Sam Harding Atlassian Team Nov 04, 2020

Hi Richard,

Jack's answer is correct, I believe the confusion here may be around when the (new) automation rule is triggered. The trigger happens on the issue being created, not on the email itself, so your rule would be triaging the generated issue, not the incoming email.

If it is the case that there are conflicting rules between old and new automation, and your old automation rules have not been migrated to new, then it may be necessary for you to turn off/remove the old automation rules for the new automation to behave as you are expecting.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

227 views 1 6
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