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Jira Service Management Ticketing Handling

Good Morning together,


i wanted to ask you if anybody can help me with some specific tasks, regarding our new Ticketing System which we have in place through Jira Service Management.


We recieve daily around 5-10 Mails which have to be manually flagged as finish, by one E-Mail address, those mails are some automatically generated Mails which some employees of us need, we have created a new Group and we manually move them into that group.


Is it possible to have those Mails automatically moved by the Mail address? 


and the 2nd Question i have is, is it possible to redflagg certain mail addresses to not recieve those mails in future ? 


Thank you.




1 answer

0 votes
Brant Schroeder Community Leader Mar 10, 2021

@Cedrik Keviczky - Welcome to the community.

Question one. You should be able to use automation for Jira and on issue create use issue fields condition and check the reporter field condition is equal to or one of the email address then are coming from.  You can then transition them to finish.  By group I am guessing you mean an organization. You can use an automation to move them into an organization.   

The 2nd question.  There is no way to block emails You can use your own email server and block them on that level.

Thank you will test the feature asap :)




@Brant Schroeder  hi Brant i am facing some Issues with the automation.. 


I can change the Status to Done. But once changed to done it does not automatically close the ticket. 


If i do it manually and say "DONE" i get the confirmation window where i can change it to Done -> Finish once i say finish it is then gone from our Queue.


I then added a 2nd Workflow in automation to change to status Finish. But i recieve this Error:  "Der Zielstatus konnte nicht aufgelöst werden. Wenn Sie einen Smart-Value verwenden, stellen Sie sicher, dass dieser in eine numerische Status-ID oder einen unübersetzten Namen für Vorgänge (mit dem aktuellen Status) aufgelöst wird:TS-124 (Waiting for support - 10001)" 


The Target Status can't be resolved if it is a Smart Value make sure it has a status ID and so on.. 


Could you help me resolve this issue?

Brant Schroeder Community Leader Mar 29, 2021

@Cedrik Keviczky Can you share a screenshot of your workflow.

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