Automation trigger based of connected email accounts in Jira Service Management

[Susan Stoba]

Hello, I have the following scenario:

I have 5 connected email accounts on my JSM. Each of them is for a particular team in a department. I want to create an automation rule that assigns the issue when its created to the right group based on which connected email account was used to create it. So for example if the request came from support@company.com I want a rule to run that assigns that issue to a specific user. I have searched the community and Atlassian documentation and I keep coming across the trigger called "Issue created via email" however there is no such trigger. And while I recognize there are other ways for me to move requests/issues to various people/queues using this connected email is the most fool proof way to do so. Has anyone done this? I seems like something you should be able to do yet I can't find a way to do it. 

[Harrison Ponce · Accepted solution]

Hi @Susan Stoba , this is a great question! We ran into this recently and solved it by using the following documentation:

• Identifying which JSM mail handler created a request

Go ahead and give that a try! Happy to look more if that's not exactly what you were looking for :-)

[Susan Stoba]

I knew there might be an option using smart values! I even went thru them all but I guess I didn't see that one. This works perfectly for me thank you!!