Ticket fields automation based on the customer email

[Alex Beizerov]

Hi,

Most of our customers create tickets via emails. I'd like to automate this process and update number of fields based on the email domain.

For example, customer John Johnson sends an email from John.Johnson@walmart.com

I'd like the customer field to be updated with the organization name (walmart) and the ticket to be automatically assigned to the agent responsible for this customer (update the Assignee field accordingly).

Thanks a lot for your help.

[Yogesh Mude]

HI @Alex Beizerov

If you will create the organization, you need to add all the customer to that organization so they will be able to select the organization while creating/raising request from the portal.

Let say in your case you need to create john johnson is the customer and belong to Walmart then you need to create Walmart as an organization so on issues details view you will be able to see the organization is a Walmart.

Here is the mode details about group customers in the organization.

To assign this request you need to work with JSD automation ...let say when the request/ issue is created then edit the request/issue and assign to particular agent/user.

Just for example purpose, i am attaching the screenshot for the same...this has been taken from JSD cloud. If you are using in-house application same thing you need to do.

Here is the details documentation about Automation.

[Alex Beizerov]

Hi Alexey,
Thank you for your response.
Jira support team suggested using Script Runner add-on for this purpose.
Do you know if this add-on is suituble for that or the add-ons listed by you could do a better job?
Thanks again.

[Alexey Matveev]

Hello,

You can not do it out of the box. You need an add-on for it like Email this issue, Jira enterprise mail handler.

https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/4832/enterprise-email-handler-for-jira-jemh?hosting=cloud&tab=overview

[Alexey Matveev]

@Alex Beizerov

It is difficult to use ScriptRunner for it, because ScriptRunner does not have mail handlers. It would be easier to use Power Scripts. But you need to write code either in ScriptRunner or Power Scripts. The plugins, which I mentioned in my first reply, does not require you to write code.