1 rule

Hello there
I need help with 1 rule
If a mail with the subject "abc project" comes from test.user1@gmail.com and test.user2@gmail .com mail addresses, open it in this ticket for abc project category

1 answer

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Hi @Aykan Inal , I'm sorry I'm not completely following you here. It seems that you are trying to create an automation rule, correct? Please note that there isn't a trigger specifically associated with an incoming email. The trigger can be done based on some update to a specific issue. Maybe you are asking for is something like below?

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yes, how to ?

a request record will be created by e-mail

Posted by user 1@gmail.com or user2@gmail.com

and the word "test wor1" or "test word" is mentioned in the post subject

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Hi @Jack Brickey

A ticket will be created by mail.

from abc1@gmail.com or abc2@gmail.com

and its subject
"abc project" or "def subject"

how do i create this rule

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Are you saying that when an issue from user ABC1 or ABC2 is created via the email channel then you want to take some action? If so what action are you wanting to take?

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hi @Jack Brickey

issue from user ABC1 or ABC2 is created via the email channel

and mail subject = issue summary

user 1 or user2 sending mail

subject "abc" or "def" or "ghi" or "jkl"

opens alfabe category and assigned user

how to

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Hi @Aykan Inal ,

have you begun to set up the rule yet? please give it a go starting from what I have shared and adjust to meet your needs. Come back here when you get stuck. You can use a JQL for much of the conditions, e.g.

request-channel-type = email and reporter in (abc1, abc2)

I am confused by the following...

mail subject = issue summary - The subject of the email used to create the issue will always equal the Summary since the subject is used to create the Summary.

subject "abc" or "def" or "ghi" or "jkl" - I do not understand

opens alfabe category and assigned user - I do not understand

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hi @Jack Brickey

I guess I couldn't explainn
Iam sorry

sample scenario

It will be created via email channel abc1@gmail.com or abc2@gmail.come

abc1 or abc2 subject of sent email
If it contains the words "one" or "two" or "three", assign the request to this person

how to

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@Jack Brickey

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I think things are getting lost in translation a bit.

Which of the following is true?

the email channel is one of abc1@gmail.com or abc2@gmail.com. That is, users send an email to one of these email addresses to create issues, or...
abc1@gmail.com or abc2@gmail.com represent Customers that are raising an issue via your project's email channel

If #1 is true, can you explain how you have two custom email channels for a single JSM project? Maybe these are from different projects?

Next questions - you mention "If it contains the words "one" or "two" or "three", assign the request to this person". What does "it" refer to? The subject of email (Summary) or the body of the email (Description)? Who is "this person" that you want to assign the issue to?

finally, have you attempted to construct the rule? Maybe you could share what you have thus far?

From what I can tell at this point here is what you are attempting to do...

Trigger - When issue created

Condition - Reporter = xxxxx

Condition - Issue was issued via email channel (not portal or application)

Action - assign issue to xxxxx

if that is incorrect please use the above as a template to present your precise goal

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Hi @Jack Brickey

trigger : abc1@gmail.com or abc2@mail.com ( this is customer mails)

Condition: contains the words "one" or "two" or "three"

Action: assigned supportuser1

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Hi @Aykan Inal ,

the trigger needs to be an event not a user‘s email, that will be a condition.

so automation will look like this …

trigger - issue created

condition - reporter equals abc1 or abc2

condition - issue summary contains “one" or "two" or "three"

action - edit issue Assignee = supportuser1

if you look at some of the images I previously posted you should be able to get the automation set up. Let me know if you get stuck.

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@Jack Brickey
I tried to explain what I wanted to do in simple sentences.

Very thanks for help

There are 2 customers
customer1@gmail.coom and customer2@gmail.com email addresses

This customer creates a request by sending an email.

If the subject of the email sent by customers contains the word "keyboard" or contains the word "mouse", allow it to be registered as the hardware request type and assign the user tchnl1.

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Comment

Ok then my input above should be what you need then. Please construct your automation rule and let me know if you get stuck.

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hi @Jack Brickey

https://www.linkpicture.com/view.php?img=LPic6264ecc20e32c1435093002

it is true

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Hi @Aykan Inal , two options I think.

option 1: use If/Else and repeat your condition/action for each email.
option 2: this should work I think but I have not tested. Use JQL with smart values like below...

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@Jack Brickey
How to option 2?

help please

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Sorry missed the image. See above

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I understand now
I will test and let you know

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Like • Jack Brickey likes this

@Jack Brickey
I guess it didn't

please controle !

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Can you leas view the log file when the rule ran to see the cause?

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@Jack Brickey

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Rather than a JQL for the second condition use the "Issue fields condition". Choose Summary for the Field, Contains for the Condition and enter your desired values.