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

[Mr. S. Mittet]

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

[Nic Brough -Adaptavist- · Accepted solution]

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

[Mr. S. Mittet]

Thank you Nic for your quick and useful reply.