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Trigger automation based on e-mail recipient

I have issues coming into several e-mail addresses, which are then forwarded to the JIRA e-mail. Is there any way to create an automation around that?

Example: All e-mails sent to gdpr@company.com should be forwarded to the person responsible for GDPR.

1 answer

0 votes
Jack Brickey Community Leader Jan 19, 2022

Do the from emails resolve to the Reporter or in some manner captured in the created issue? If so then you should be able to use Automation to assign them based upon that info.

Do you mean if the original recipient is shown as sender in the received e-mail in JIRA, then the answer is no. The original sender is shown as sender. The forwarding service forwards the mail as-is.

Jack Brickey Community Leader Jan 19, 2022

no I meant the original sender is maintained which it seems to be the case. So the original sender is recorded as the Reporter of the issue, correct? If so then automation would be something like this...

trigger - issue created

condition - if/else block inspecting reporter (issue field condition Reporter = xxxxx)

action - assign issue based on reporter (edit issue assignee)

each reporter would have a condition and action

Matthias I'm New Here Jun 16, 2022

I think I have a similar query here. We have several email ALIASES all redirecting to the same email INBOX. This inbox is connected to Jira Service Cloud that creates a new issue/ticket for each new email received. eg. support@ourdomain.com and gdpr@ourdomain.com both redirect to the same inbox/Jira email handler.

We would like to create an automation rule based on the recipient (not the sender) of that email (eg. if recipient = gdrp, do this, else if recipient = support, do that)

I doubt it is possible without using a mail handler extension but maybe there is a workaround?

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