Add comment based on external ticket ID in Subject

Hi,

I'm using service desk, incoming emails become tickets as intended. However, my clients send update to tickets with Subject lines that always change EXCEPT for their ticket # for the same issue. The problem is the subject line is always different. I'd like those emails to be added as comments to the original ticket in JIRA based on having their same ID in the subject. Ultimately, I'd like keywords in those emails like 'Invoice' to not only add a comment, but also change my JIRA ticket to say, "Closed.") I'm not sure if the last part is even possible.

Thanks!!!

1 answer

Have you had a look at 'Automation' in Project Settings? There's a condition to transition on comment content.

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