Multiple issue types linked to an email channel

[Jovita Moguleviciute]

As far as I understand, an email may only be used for a single request type and a request type can be linked to 1 issue type. We want to use the same email for more than one issue type, 4 issue types to be precise, is there a workaround?

[Eugenio Onofre · Accepted solution]

Hi @Jovita Moguleviciute

Unfortunately email requests are tied to a single Request Type which is tied to a single Issue Type.

A possible workaround would be to create an automation that will look something like below:

• Trigger: Issue created
• Conditions: a series of if-else conditions that validate the summary of the email received
  • Action inside each if/else would be to update Move Issue (update issue type) and also update its request type.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,
Eugenio

[Jovita Moguleviciute]

Hi, @Eugenio Onofre , 

Thanks for the prompt reply. I'm trying to understand how it would work, please bear with me. After changing the issue type, we aim to send replies to customers. If I create a rule that updates the issue type along with request type, could you elaborate on how  customer notifications would work when only one of the issue types is linked to an email channel in the settings? 

[Eugenio Onofre]

Email notifications in Jira Service Management is a feature that allows you to send emails for some specific actions made in your tickets

The thing is that it will NOT create / respond in threads. It will send new emails for any action.

[Jovita Moguleviciute]

Yes, I am aware. By replies to customers I mean comments that are added to a ticket.
Let's say a ticket is created via email that is used by a certain request type as well as issue type, the issue type is then manually or automatically changed to a different issue type that is not linked to that email channel, would a customer receive an email if a comment is added to this ticket?

[Eugenio Onofre]

Yes, they will. You will just need to properly setup notifications:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/

[Jovita Moguleviciute]

I checked the email logs and did not find certain emails that should have been sent and assumed this would be the issue due to an error displayed since the request type, which is used by an email channel, is not compatible with the issue type. If you are sure they are supposed to be receiving comments added, then I'm guessing the issue may lie somewhere else.

[Eugenio Onofre]

If you configure the notifications as following the documentation, it should work as expected.

You can do a test with your own user by raising a request as a customer.

[Marc - Devoteam]

Hi @Jovita Moguleviciute 

Welcome to the community.

No this is not possible and there is no work around for this.

There is a feature request open at Atlassian relating this topic.

The feature request is to have more email address set to a single JSM project so multiple requests can be issued via email, it also incorporates the sway of working you are looking for.

JSDCLOUD-798