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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.


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.



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

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