Setting up Keywords

[John Chuma]

Hello,

I am running Jira Service Desk in my data center.

What I would like to do is use one email address for all my projects (I have 4 public projects) and based on some sort of filter in the subject line, it will filter to the correct project i.e- if someone puts something like backups in the subject line, it will go to the backups project. If  one of the keywords are not in the subject line, it will default to the general project.

Please let me know if you need further clarification.

Thank you in advance!

John

[Meg Holbrook · Accepted solution]

@John Chuma - I poked around a bit more and JIRA Email Handler is purported to be able to do this, but I haven't tested this functionality. 

[Eric Vook]

I'm very new to this, but could you create a routing email address for each Jira project you care about?

Then arrange for the email handler for each project to only accept suitable email for that particular project, and reject all other email.

Your input email address then can be a distribution list with, say the 4 routing email addresses, knowing that only one (or none) will accept the issue.

[John Chuma]

Hi @Meg Holbrook,

Thank you for the information. I looked into the JIRA email handler side of this and I had set everything up for the specific mailbox and did not see anything regarding keywords.

As far as Automation for Jira, my boss and I opted that we are not willing to open up that can of worms. 

Thank you for the info and the quick response!

Have a great day!

John

[Meg Holbrook]

@John Chuma - hey there!

As far as I am aware, you cannot use a single email to route issues to various projects. I looked into this last year wanting to accomplish something similar but found out this functionality wasn't available. 

However, one way to work around this would be to allow all issues to populate into the 'general' help desk, and set up an automation to move the issues based on keyword with a tool like Automation for Jira. This would open up its own set of challenges though, because request type is wiped out more often than not when you're moving projects and there's no way to update it in the automation tools at this point.