It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Assign priority based on 'To' or 'CC'

Here's the case:

We have our helpdesk, well just call it

  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

0 votes
Answer accepted

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 @

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Halp

Halp - Conversational Ticketing Help Desk for internal requests

From the Halp Team Howdy!  👋   We’re Halp, a conversational ticketing help desk for all of your internal requests in Slack (and soon to be MS Teams!). We’re excited to be a par...

58 views 0 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you