Automatically Assign from Email Keywords?

[Jonathan Horwath _PRIDE IT_]

Hello

We are very novice users of JIRA-SM, cloud based, and we currently receive about 99% of help requests via email. Is it possible to have JIRA automatically assign a ticket based on a keyword in the email subject or body?

For instance, if the email has 'Bananas' or 'Peaches' in the subject or body, it's assigned to Pete, who's in charge of fruit. If it has 'Chicken' or 'Beef', it goes to the butcher, Gary.

Is this functionality possible without additional software? If not, which would you recommend, specifically for ease of setup?

Thank you

[Suprija Sirikonda _Appfire_ · Accepted solution]

Hi @Jonathan Horwath _PRIDE IT_ ,

Using "Update Any Issue Field (JSU)" post-function of JSU, you can automatically assign a ticket based on a keyword in the email subject.

Add Update Any Issue Field (JSU) post-function on the Create transition. In this, add two Regular Expression pre-conditions : one for Bananas and the other for Peaches and add the below regular expression : 

For Bananas : 

^[\s\S]*Bananas[\s\S]*$

For Peaches : 

^[\s\S]*Peaches[\s\S]*$

Select "OR" in the pre-condition section. Select the Assignee field and add the account id of user(Ex-Pete) in the Field Value. Refer to the screenshot below : 

Similarly, add another Update Any Issue Field (JSU) post-function on the Create transition for 'Chicken' or 'Beef' and add the account id of user(Ex-Gary) in the Field Value.

If you want to verify the email body instead of subject, then replace Summary with Description in the Regular Expression pre-condition.

We have opened a support ticket, https://beecom-products.atlassian.net/servicedesk/customer/portal/3/JSU-3486 to better track your request. However, we couldn't add you as a reporter.  Please sign up using this link https://beecom-products.atlassian.net/servicedesk/customer/portal/3/user/signup and share the user name/id. We'll then add you as the reporter and confirm. 

Thanks,

Suprija

[Jonathan Horwath _PRIDE IT_]

Thank you kindly for the detailed response. In the future, should we require this process again, we will certainly consider JSU.

[Brant Schroeder · Accepted solution]

@Jonathan Horwath _PRIDE IT_ Welcome to community.  You can use automations to make the assignment.  You set it up so when an issue is created by the customer you check the summary field to see if it contains the value and then you make the assignment.  

Another option would be to add it to the workflow using an app like JSU or ScriptRunner.  Depending on how many issues you get the workflow option might be cheaper.  

I would actually suggest building out your portal and directing customers to submit requests there.  Then you can just add the assignment on the request type.

[Jonathan Horwath _PRIDE IT_]

Hello @Brant Schroeder and thank you for the welcome

Can I use Automations even when our issues come in over email? We have it set like this because even though the portal is up and running, our customers don't have internet access but they do have email.

Is there a Wiki or FAQ I could review for creating an automations on emails for assignment?

Thanks again

[Brant Schroeder]

@Jonathan Horwath _PRIDE IT_ 

Yes automations can be used regardless of the channel they come in on.  

Documentation: https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/

[Jonathan Horwath _PRIDE IT_]

Thank you for the information. I was able to use Automation to create a simple set of rules and, in a surprising twist, the rules worked the first time!

I have two keywords to filter by, and including both in the filter separated by a comma, didn't seem to work. Instead, I just made a rule for each keyword. It's ugly but it's working, and easy to maintain.

Again, thank you.

[Daniyal Anas]

Hey, Jonathan! I hope you're well! 

Would you be willing to share the rule configuration you built to achieve this functionality? I'm looking to do something very similar!

Kindest Regards,

Dan A.

[Jonathan Horwath _PRIDE IT_]

Hi Dan

Here's some quick notes:

Make a new Rule, the automation is run when the issue is created.
Add an Issue fields condition, Field: Summary, Condition: contains; Value: (whatever term you want to filter on)
Then, Assign the issue to someone. I think this is optional.
For some of our tickets, that's good enough. The issue, with a specific word in the summary (email subject), is assigned to someone.

For some of those tickets, I also add in more details about the organization and the component. For instance, all the tickets with the word 'Ice Cream' in the summary get the component 'desert' and the organization "Ice Cream Factory"

Also, for yet others, I automatically close them. To do that, you Transition the Issue to destination status Canceled (or whatever suits your needs) and add in a Resolution. A ticket that's closed without a resolution is a Problem and causes problems later. We get some informational tickets that I want to keep for reference, but I don't want to have to touch at all. Those get assigned, org/component added, then closed.

I hope this helps. I found the JSD Automation system to actually not be that terrible to use.

Jonathan