Incidents email

[Lucas de Souza]

Hey everyone I would like some opinions on my current issue.

I am setting up a new JSM and the request types Report a system problem and report broken hardware will be hidden on the portal as those request types will be used to receive email alerts from New Relic.

My question is at the moment email sent to the JSM is creating Service Request as some stakeholders use it to create normal issues that are normal, however, New Relic will send emails as well and I would like those emails from New Relic to go to Incident queue and instead of creating A service Request issue type it would instead create an Incident issue type.

Would someone suggest something maybe automation or any other possibilities?

Thank you a lot.

[Mikael Sandberg · Accepted solution]

Your JSM project can only have one request type that is used for incoming emails. The same thing applies to email address, the JSM project can only have one. You can work around it by either using email aliases that forward to that single email address or use automation that parses out email requests that are coming from New Relic and then change the request type to the correct one. 

I have a project that has three different email aliases that are forwarding emails to the project, and then an automation that sets the component based on which alias was used.

[Lucas de Souza]

Thank you a lot @Mikael Sandberg I will implement your suggestion.

Best Lucas.

[Lucas de Souza]

I would like to ask you another suggestion @Mikael Sandberg 

I have Windows Defender sending emails to jira project the issue is, that this issue request is an email request type and the issue type is a Service request. However, I would like to send it to the incident queue which is a report a system problem and issue-type Incident.

My solution was to create an automation which triggers when the issue is created and if the reporter is Windows Defender then create two variables for summary and description create and incident issue with a request of report a system problem and close the original issue.

Would you do that differently?

Best, Lucas.

[Mikael Sandberg]

No, I would do the same thing that you are doing by looking at the reporter and then change the request type based on that.