Assign priority based on 'To' or 'CC'

Here's the case:

We have our helpdesk, well just call it helpdesk@helpdesk.com.

  1. When a user emails helpdesk@helpdesk.comdirectly it should be assigned a priority of P2. This part I already have working. The P2 status is monitored by the SLA thing in script runner.
  2. When a user emails someone in the company, they may want to CC the helpdesk just so the issue can be tracked. However, if I CC the helpdesk, I don't want it to go into the 'new issue' work flow state, and thus kick off a P2 status like its been emailed directly, I want it to go straight to an 'In Progress' workflow state. If I've CC'd it, I'd probably want it to be a P3 since I'm already aware of it and the primary purpose of the SLA is to make sure we're aware of said issue.

So my question is, how do I cofigure Jemh to look at incoming emails and assign workflow states and priorities based on whether or not Jira has been emailed directly or CC'd?

1 answer

1 accepted

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Hi Jeff,

This isn't currently implemented, JEMH doesn't make any specific differentiation over whether it was a TO or a CC inbound addressee. I've created a specific feature request for what you describe @ https://thepluginpeople.atlassian.net/browse/JEMH-2003

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