Automatically Create JIRA Issues from Outlook Email Support Requests

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.