Can I use initials in the subject line of an issue email request?

Can I make a rule that redirects incoming emails to my IT Service Desk to a specific supporter?

Example:

A supporter in my IT Service Desk Team has MAX as username.
Let's say my Service Desk has this email request address:

support@my-support-board.atlassian.net

Can I then send an email to support@my-support-board.atlassian.net with this subject line:

MAX: User cannot print from printsrv1\HPJL4600_office9

and get the issue directed to my team member MAX ?


Thanx,

S. Mittet

 

 

2 answers

1 accepted

This widget could not be displayed.

You'll need to find or write something to do that.

The built-in email handlers don't have any function like that.  They tie responses together by issue ID, and create new issues, but there's no function for processing the data beyond some very simple "put it in that project and set reporter from the email adress of the sender" type rules.

Your email will simply create issues with "MAX: User cannot ..." at the start of the summary.

Some approaches though:

  1.  Find/write a new email handler
  2. Find/write a listener that can catch the "issue created" event, read the new summary and re-write it while assigning the issue to the named user
  3. Same idea as 2, but with a post-function on the create transition
This widget could not be displayed.

Thank you Nic for your quick and useful reply.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted yesterday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

83 views 0 1
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you