Update custom field in JSM issue via email header keyword

[Kathy Barton]

Long ago, when I used Service Desk, there was functionality to add specific keywords to the subject of an email used to create an issue you could use to set the issue type and component. Fast forward 10 years or so and I am looking to do something similar in JSM but to set a custom field and I can't find any documentation about this feature at all. Does anyone know if this still exists in any form in JSM and if so, how to do it?

Thanks!

-Kathy 

[Jack Brickey · Accepted solution]

Hi @Kathy Barton , Nothing like that exists OOTB in cloud. What you might consider is using Automation and a Condition to check Description contains.

[Kathy Barton]

Interesting idea, thanks!