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Automatically Create JIRA Issues from Outlook Email Support Requests

Created by

Jimleuk

Last update

Last update a month ago

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This n8n template watches an outlook shared inbox for support messages and creates an equivalent issue item in JIRA.

How it works

  • A scheduled trigger fetches recent Outlook messages from an shared inbox which collects support requests.
  • These support requests are filtered to ensure they are only processed once and their HTML body is converted to markdown for easier parsing.
  • Each support request is then triaged via an AI Agent which adds appropriate labels, assesses priority and summarises a title and description of the original request.
  • Finally, the AI generated values are used to create an issue in JIRA to be actioned.

How to use

  • Ensure the messages fetched are solely support requests otherwise you'll need to classify messages before processing them.
  • Specify the labels and priorities to use in the system prompt of the AI agent.

Requirements

  • Outlook for incoming support
  • OpenAI for LLM
  • JIRA for issue management

Customising this workflow

  • Consider automating more steps after the issue is created such as attempting issue resolution or capacity planning.