Jira Service Desk email request by customer domain

[Adriana Stancu]

Hello,

It is possible to configure Jira to receive email request from all users in a certain domain. We have for example 200 customers, they are all in the same domain. Can I add only one organization with a customer having an email address like *@mydomain.com ?

[Olga Videc]

Hello @Adriana Stancu

You can set an automation rule

When - > issue created

IF issue matches:  issueFieldMatch("project !=xx ", "Request participants", "@emaildomain")

Then -> edit issue -> organization

Explanation of the issue match above

To filter based on a mail domain you need script runner, because of his function.

Do this go to your normal issue search go to advanced 

tissue function in issueFieldMatch("project !=xx ", "Request participants", "@emaildomain")

the first part doesn't have to project = something, it can be anything from JQL, the catch is that this function requires two parameters.

https://scriptrunner.adaptavist.com/latest/jira/jql-functions.html#_issuefieldmatch

BR, Olga

[Adriana Stancu]

Hello,

Thank you for your help, but the issues are not created because I have to type all the customers email addresses. I don''t have them all, but I know that they are on the same domain, I was wondering if I can configure just dthe domain as a customer and receive tickets from all the users.

[Olga Videc]

Okay, I see the issue, 

If you don't know all of their emails you can't add them all to the organization.

I would do this, contact the person who handles their email to create an email which would forward received email's to all the users in the domain, I believe it's called a distribution group. I will call this email forward@test.com

Create jira acc for forward@test.com

Then I would use automation to match the reporter 

When - > issue created

IF issue matches:  issueFieldMatch("project !=xx ", "Reporter", "@emaildomain")

Then -> edit issue -> reporter //change the reporter to forward@test.com

And when you want to send email to all of them just add forward@test.com as request participant.

So when you answer a ticket where forward@test.com is reporter or request participant all the people from this domain would get the notification.

Also if you want to avoid script runner they should just send issues through this email

[Adriana Stancu]

Thank you for the idea, tha mught take a while.. Meanwhile, I configured such as anyone can submit requests to Jira in order to create a ticket for every email received (even if this is not from their domain) the application is inside a closed network so I don't think that might be a problem.