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Hi I use the Jira Service desk, I would like know if it there a way to do an automation based on latest mail recipient. I mean, when a ticket is created and there is a response, there is a chance that the last recipient will be updated.
Hi @Nedda Caldas and welcome to the community!
I'm not sure what you mean by "last recipient". Requests that are generated by email use the message sender as the recipient. Depending upon notification settings, subsequent comments are sent to the reporter, assignee and any request participants/watchers.
So, "last recipient" isn't really as relevant as the reporter, assignee, request participants, and watchers. Perhaps you can provide a little more context into what your goals are for this automation?
Thanks for your response!
Basically I want to update the ticket status (state) in Service desk based on latest mail recipient, i.e. I have two status possible: "pending internal review" or "pending external review", and according to whom the last mail is sent (recipient from my company or not), I want to automate this status.
Do you know if this is possible ?
So you're trying to establish whether the last comment author was an agent or someone external?
If that's the case, you could do something like this: