Create different types of issues by incoming mail on JIRA service desk cloud service

I was looking in JIRA documentation and forums but couldn't find an answer to my question:

Is it possible in JIRA Service Desk cloud service to create different issues (incidents, service requests, problems) by using incoming mails as a trigger? I know that I can set a default issue type but we get requests, incidents and problems by mail and they shouldn't be created all the same but based on information inside mail body or mail subject the mail either needs to trigger creation of an incident, a service request or a problem.

1 answer

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Susan Hauth Community Champion Nov 13, 2017

Hi Jens,

Using the automation you can change the "request type" of the issue based on keywords in the subject/description. 

Use Trigger - Issue Created

Action - Edit Request Type

Not quite the "issue type" but at least a different request type



Hi Susan,

thanks for your feedback. Unfortunately it is not the solution I'm looking for as different request types still use the same request issue workflow.


Problems and Incidents do have different workflows in our project that's why your proposal does not work for us.

Best Regards,


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