This question is in reference to Atlassian Documentation: Automating your service desk
I'm looking for customization of automation, our current (very basic service desk) allows us to change fields on inbound requests. Basically I want to be able to tag issues and change components on inbound.
From your description of your problem it sounds like the basic JIRA functionality will already work for you. You can tag issues and assign components as part of the creation transition. The area you need to look at is the workflow and in particular the different transitions.
Many organisations apply a triage process on the issues raised through service desk at which the tags/components would be captured.
Hope this helps
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