Set Incident Priority from Email

[Richard Davis]

Hi,

We currently ingest emails to an @atlassian... address and raise incident tickets from them. This works for the most part, but we would like to be able to reflect the email priority (ie. flagged as Low or Important in the incident priority.

I found a couple of old posts (2022) which indicated that this should just work, but that doesn't seem to be the case. I've checked through the various options at Installation and Project level, but can't find anything relevant.

Is anyone able to advise, please?

Thanks!

   Richard

[Jack Brickey]

Hi @Richard Davis , what about using Automation to change the priority as soon as created.

[Valerie Knapp]

Hi @Richard Davis , welcome to the Atlassian Community and thanks for your question.

I think there are two possibilities for how to do this.

One is, if you are using the request form for Emailed requests, like this -

You can preset the value of the priority for all of the tickets that are opened in this way. However, the priority is always the same.

The alternative would be to have an automation when a certain type of ticket is created, either a work item of Incident or a Request type of Emailed request, and you could set the priority in the ticket that way as well. 

Either way, you would have to set a standard priority to start with, which you could then update later, when you have more information, for example.

Does this help you at all? If not, please share your feedback and we will try to help you further.

Best wishes

[Richard Davis]

Hi,

Thanks for the detailed (and prompt) response. Unfortunately neither of those quite match what we need. 

The situation is that users mostly raise calls via email. These go into a queue for triage, but it would be really useful if an email flagged as urgent (using the standard email header) could be assigned a higher priority. 

This was discussed here: https://community.atlassian.com/forums/Jira-Service-Management/Priority-assignment-by-Email-works/qaq-p/1612539 but I think that was on an older version and no longer seems to apply.

Thanks

[Valerie Knapp]

HI @Richard Davis , in the article you mention, they have the marketplace app, https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview , which might help.

It would seem that the Mail Handler in Data Center could escalate the priority for tickets created by email. I have tested with my cloud JSM and I confirm this doesn't work.

As I said, unfortunately, I don't see a way to do this at the moment that isn't presetting a priority which, as you say, you could update once you open the ticket to do the triage, especially if someone has written 'urgent' or something in the subject.

Sorry I couldn't be of more help.

Cheers