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.
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
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.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs