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.
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.
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.
If an email is sent to firstname.lastname@example.org the alias rule ensures that the message goes to email@example.com but retains the firstname.lastname@example.org 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 ("email@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.
Thanks for the quick reply Brant. We are new to JIRA SD and are exploring how to setup our external customers (one project for all or an individual project for each; service desk email - one or many, etc.). You feedback on this conversation has been helpful.
What do you mean by 'automation lite'? Is this a plugi-in or some other are within JIRA Core/JIRA SD?
Automation lite is a plugin that is free and allows for additional functions. One thing you should consider if you are getting started is to setup a robust portal. JIRA service desk really shines when you have a strong portal presence and are receiving requests through it. Having good forms in your portal will save you and the customer time. You can also tie the portal to Confluence and create KB articles. This will save even more time as customers use it for a resource and can answer their own questions through self help.
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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