Inbound email integration filter and routing with JSM

[Eddie]

With JSM, is it possible to have incoming email integration for alert, and have filter and processing rules created based on the content in the email to route it to different Teams or Projects?

[Sravan Indukur]

Hi @Eddie ,

Yes, in Jira Service Management (JSM), it is possible to configure incoming email integrations for alerts and set up filtering and processing rules to route these to different teams or projects based on email content. Here’s how you can set it up:

1. Configure Incoming Email for Alerts

• Set up a JSM Project Email: JSM allows you to set up a dedicated email address for each project. When an email is sent to this address, JSM creates an issue or ticket within that project.
• Email Channels: In JSM, go to Project Settings > Email Requests to configure the email channel. Here you can specify the email address, and any email sent to this address will be processed according to your JSM rules.

2. Set Up Automation Rules for Email Processing

• Use Automation Rules in JSM to filter and process incoming emails. For example:
  • Keyword Filters: Set conditions based on keywords in the subject line, body, or specific fields to detect alert types or specific issues.
  • Email Body Parsing: You can parse email content using regular expressions in custom fields or using Automation for Jira to filter details within email bodies.
  • Advanced Conditions: Add custom JQL (Jira Query Language) conditions for more complex routing.

3. Routing to Different Teams or Projects

• Project-Based Routing: Using Automation, route tickets to specific projects based on email content.
• Team-Based Routing: Assign tickets to teams by setting up Components, Queues, or Labels. For example:
  • Use Components to designate different teams (e.g., Network, Security, etc.) and route tickets based on specific keywords.
  • Auto-assign tickets to team members or queues by setting rules that assign issues based on keywords or alert type.

4. Customizing Alerts with Opsgenie Integration (if needed)

• For more advanced alerting and routing based on complex criteria, you can integrate Opsgenie with JSM. Opsgenie’s alert policies can be configured to parse emails and add detailed routing or filtering.
• Route to Projects or Teams: Create rules in Opsgenie to determine the appropriate team or project and then sync these alerts with Jira Service Management.

[Eddie]

Hi Sravan,

In our site, Opsgenie and JSM is already merged, where could I find these detailed routing or filtering settings?

Under "integrations" inside teams, the email integration only allow editing the "Create Alert" settings, and even then it is very limited.

[Sravan Indukur]

Hi @Eddie ,

For making changes, you need to be the product admin of both the products (JSM & Opsgenie).

[Eddie]

Hi Sravan,

Have checked the correct rights are there.

Is there different behavior with different license type of JSM?

[Steven Grossman]

Hi Eddie,

I am researching the same topic.  I noticed in your screenshot that you do not have the rights to edit or add a new rule.  See my image below...

Here is a link to information on that ability:  Explore integration actions | Jira Service Management Cloud | Atlassian Support

I am trying to figure out how to parse the incoming email to pull a field out as the severity is embedded within the email.