Processing incoming requests

One of the more time-consuming tasks in a service desk is the categorization and routing of incoming requests to the correct teams.

Having a mature service request catalog and using this as a basis to create relevant request types in the Jira Service Management portal solves the initial categorization issue when customers create requests; however, in many organizations requests are still received via email, and these generally require human intervention to categorize and route to the relevant team.

In this section, we will look at automation rules to automatically triage incoming requests and then route them to the correct teams for processing.

In our first example, we will look at how we can use automation rules to triage requests originating from incoming emails.

Creating a rule to triage email requests

One of the benefits of having a well-structured customer portal is that you can make use of your organization's service request...