Can you route tickets via the summary?

[Bobby Hutsler]

Hi all - New here.

For tickets that are submitted by our users via email, the subject of the email is the summary.  We would like the ticket submitted by email with a particular subject to auto route to a particular team.  For example, if a ticket is submitted with the subject of "Password Reset", that ticket would go to our IAM team.

Is this possible?  This has been possible for all other previous ticket systems I have used but do not see it in JIRA Service Desk.

Thanks!

[Jack Brickey · Accepted solution]

You can use built in automation to parse the summary and take desired action. 

[Bobby Hutsler]

Thank you!

[Bobby Hutsler]

Hi Jack.   I am being told from support that the summary word is case sensitive, is that true?  So if I set it up for Password Reset, password reset wouldn't work? 

[Jack Brickey]

• To be honest I am unsure. Should be a simple matter of testing both methods and seeing if you trigger on it

[Hyrum Steffensen _Appfire_ · Accepted solution]

Hello Bobby! Welcome!

You can totally redirect tickets based on content in the summary if you use a scripting solution from the Atlassian Marketplace to create a custom Post Function. Here is an example from Power Scripts, but there are other solutions which could do the same thing. Let's say you have a transition, "password team":

if (contains(summary, "Password Reset")) {
    autotransition("password team", key);
}

Here is the documentation for autotransition() and for contains(). Here is how to create a custom Post Function.

Due to Confluence Cloud security features, you may need to open the documentation in incognito mode or by logging out of Confluence.

Regards,

Hyrum

Please note that I am a Product Engineer for Power Scripts and I work for Anova Apps, an Appfire company.

[Bobby Hutsler]

Thanks!

[Hyrum Steffensen _Appfire_]

Absolutely!