Identify which JSM mail handler created a request or work item

Summary

In some cases, Jira Service Management may be configured to use both the project default JSM mail handler and a custom email account. When both are used, you may want to identify if the message was created by one or the other.

Solution

Use the request channel smart value in Automation

You can create an automation rule using the smart value {{issue.properties."request.channel.email.source".value}}, which returns the mail handler that processed the request.

For example, an automation rule can check the tickets created and make changes to them based on the mail handler that created the ticket. Here's an example rule that will edit the Components field if the mail handler was a custom email domain:

• Trigger: When work item created

• If: compare two values:

  • {{issue.properties."request.channel.email.source".value}} equals yourmailhandler@yourdomain.com

• Then: Edit issue fields: components

See the screenshot for the rule as it appears in the Automation editor:

Another option is to add the value returned as the value of a "Mail handler" custom field in your work item. This also makes this information available in filters/dashboards:

• Trigger: When work item created

• Then: Edit work item fields: mail handler

  • Field value: {{issue.properties."request.channel.email.source".value}}

In the above example, a Select list custom field was created with the name "Mail handler.” In this case, the email addresses of the handlers must be added as field options for the smart value to work correctly.