Service Desk - Email address per request_type

[Miodrag Vitkovic]

It will be good if we can configure in one project Service Desk - Email address per request_type.

ie. atm@domen  for   request_type   ATM

pos@domen   for   request_type    POS

cards@domen   for   request_type   CARDS 

[Jack Brickey · Accepted solution]

You may want to open a suggestion with Atlassian. TBH, im unsure if this would see traction as I don’t see the need based on my time in the Community, I.e. haven’t seen this request before. But you never know.

[Miodrag Vitkovic]

We are payment processor with many clients. Already have mail groups like atm@domen; pos@domen; cards@domen; ... And for every process we have group of agents.

An alternative is to create independent service desk projects for every request_type, which is even more meaningless. 

[Jack Brickey]

As you indicated the easiest solution is multiple projects especially if the agents are unique per email group. You could look into some email forwarding solution where all current email go into a single email associated with single project. However you must consider how to retain the original from email so the reporter is retained and notified correctly. Might look at an addon like JEMH.

[Miodrag Vitkovic]

Of course there are more workaround possible. But for improving the quality of the product, it is important to best suit the requirements of customers.

It only opens the possibility that if someone has a need to configure Email address per request_type, there is this possibility in the JIRA Service Desk product.

[Jack Brickey]

Sounds reasonable. Open a suggestion and it will start the voting process.  Cheers!

[David Friedrich]

Hi Miodrag,

are you using cloud or server? For server you could use the JEMH add-on to achieve what you describe. In JEMH you can set up profiles for incomming mail and match them to projects and set field values (ie request type).

[Jack Brickey]

I had suggested JEMH above and it is available for Cloud as well as Server.