Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can you route tickets via the summary?

Hi all - New here.

For tickets that are submitted by our users via email, the subject of the email is the summary.  We would like the ticket submitted by email with a particular subject to auto route to a particular team.  For example, if a ticket is submitted with the subject of "Password Reset", that ticket would go to our IAM team.

Is this possible?  This has been possible for all other previous ticket systems I have used but do not see it in JIRA Service Desk.

Thanks!

2 answers

1 vote
Jack Community Leader Jun 10, 2021

You can use built in automation to parse the summary and take desired action. 

Hello Bobby! Welcome!

You can totally redirect tickets based on content in the summary if you use a scripting solution from the Atlassian Marketplace to create a custom Post Function. Here is an example from Power Scripts, but there are other solutions which could do the same thing. Let's say you have a transition, "password team":

if (contains(summary, "Password Reset")) {
    autotransition("password team", key);
}

Here is the documentation for autotransition() and for contains(). Here is how to create a custom Post Function.

Due to Confluence Cloud security features, you may need to open the documentation in incognito mode or by logging out of Confluence.

Regards,

Hyrum

Please note that I am a Product Engineer for Power Scripts and I work for Anova Apps, an Appfire company.

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you