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

0 votes

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

Thank you Nic for your quick and useful reply.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,095 views 13 18
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot