open a ticket in a specific queue?

[Rodrigo Buch]

Hi, how can I create an automation that sends tickets created by email with the subject "ClientX Service Error" and forwards it to a specific queue?

[Joseph Chung Yin · Accepted solution]

@Rodrigo Buch -

You don't need an automation rule since when you create/manage queues in the JSM project, you will configure with the queue setup.

Take a look at the following reference link on how to manage queues in JSM project -

https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

You can simply utilize "Advanced" option to enter the specific JQL statement.  Your JQL statement will be something like below -

project = xxxxx and summary ~ "ClientX Service Error"

Lastly, when you use emails process for issue creations in your JSM project, the email subject line is automatically mapped to your issue's Summary field.

Hope this helps.

Best, Joseph Chung Yin

[Rodrigo Buch]

@Joseph Chung Yin 

thank you it worked