Service Desk - Moving an Issue based on Keywords

Hello,

We have two Service Desk projects. Each handle different requests. I was wondering if it was possible (preferably out of the box) to automatically move an Issue that is created based on the Summary line.

For example, lets say we have two SD projects. One called Hardware, the other called Software. If someone emails our email channel with 'Software support' in the subject, the automation detects 'software', and automatically moves it to the Software project. We only have one email address for our end users to reduce confusion on which service desk they need to contact.

1 answer

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Brant Schroeder Community Champion Sep 26, 2017

There is no default automation to move issues between projects.  I would suggest having a single service desk project and moving the issues between queues.  This can easily be automated using the automation rules in the service desk.

I see what you are saying, but we are already well into production with two separate projects. We have two separate teams entirely with different automation rules, SLAs, and others, hence the need for two projects.

Do you know if it is possible with an add-on?

Thanks!

Brant Schroeder Community Champion Sep 26, 2017

I don't know if there is a add-on that will do this.  We run six teams out of a single service desk and started off with multiple.  They have distinct queues, components, SLAs, and workflows.  We use email aliases to help filter and automate email requests.  We use the portal as our main end point to ensure we get good information from the customer and so they can self service.  Combining was not that hard and just took a little training.  

Depending on your organizations structure that might not be the way to go but to move issues the agents have to be agents in both projects. So really the visibility is the same.

How did you achieve automation with separate aliases? I am working toward this myself.

I have this need, too, and created https://jira.atlassian.com/browse/JSDCLOUD-5748 to capture the request.

We have multiple aliases pointing to our service desk email address.  When they come in the alias email address is added as a request participant.  I am then able to use automation to look for that user as a request participant.

@Brant Schroeder could you please expand on that a little more?  That seems like a great idea, I am want to make sure I am following what it is you are doing.  Is there perhaps a blog or a page that could be followed in order to set this up?

Brant Schroeder Community Champion Apr 24, 2018

Andrew,

  This is what we did.  We had 5 different emails to consolidate into a new service desk. Each of the five emails is turned into an email alias and now points to our service desk email.  

Example:

  • email1@example.com (Alias) -> servicedesk@example.com (Service Desk Email Address)
  • email2@example.com (Alias) -> servicedesk@example.com (Service Desk Email Address)
  • email3@example.com (Alias) -> servicedesk@example.com (Service Desk Email Address)
  • email4@example.com (Alias) -> servicedesk@example.com (Service Desk Email Address)
  • email5@example.com (Alias) -> servicedesk@example.com (Service Desk Email Address)

If an email is sent to email4@example.com the alias rule ensures that the message goes to servicedesk@example.com but retains the email4@example.com in the To: of the email. 

When the service desk processes the email it adds the address as a request participant.  We then have an automation rule that runs on issue created.  It looks like this:

Issue Created -> If Issue Matches Request Participant in ("email4@example.com") -> Then Edit Component.  We also use Then Edit Request Type depending on the service desk and how they are adding issues to each queue.  

We then filter on the component or issue type to ensure it is in the proper queue.

Hope this helps.

@Brant Schroeder That is great, Brant.  Thank you for the details, much appreciate it. It will do nicely for us. Kudos for that.

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