Restriction while creating tickets

[Vishnu]

Hello everyone,

Is it possible to restrict the 'emailed request' being created if the request email does not have "ABC" or "XYZ" in the 'subject or body' of the incoming request.

Many thanks

[Joseph Chung Yin · Accepted solution]

@Vishnu -

In my opinion, it is not a good idea to use customization on the JSM side to block the issue creation based on your criteria.  It is better to setup some types of configuration/rules on your exchange side to block emails that contain your criteria once received from the senders.

Another thing that you need to also address is what type of responses/communications back to your customers (senders) of those emails and what they need to create issues into your JSM projects.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Vishnu]

Hi @Joseph Chung Yin 

Thank you for your quick reply. 

Quick question on this - It is better to setup some types of configuration/rules on your exchange side to block emails that contain your criteria once received from the senders.

Is it something that a Jira admin can set up, if yes could you please share the steps to set it up?

Thanks in advance!

[Joseph Chung Yin]

@Vishnu -

This is not something that a Jira admin can do unless you are also the team that manages your exchange (mail services team) in your org.  You should reach out to the mail exchange team to discuss what are needed.

Best, Joseph

[Vishnu]

Thank you @Joseph Chung Yin 

[Joseph Chung Yin]

@Vishnu -

If my information helped you, please click on Accept answer when you have a chance.

Best, Joseph