Different mail addresses for incoming issues by mail

[Matthias Fleschütz]

Following scenario:

• we have an existing service desk project for our global IT service desk with incoming mail support (it-service@...)
• we are getting local support for one region
• we don't want to create and maintain a new separate project as
  • most of the settings woul be identical
  • all except one user need to have access to both
  • some issues need to be processed by global team anyway
• the local support agents should
  • only see their assigned tickets
  • or pull / automatically get assigned tickets for that one region

Our idea was:

• we create an second mail address (it-service-XX@) for that region
• this mail address is only an alias for the existing import mailbox for issues
• based on the address automation assigns the local support agent if request was sent to "it-service-XX@" in all other cases nobody is assinged.
• based on issue security we control that the local agent can not see other tickets
• maybe "Organization" can support this setting as well

Any ideas if / how we can realize this? Any help is really appreciated as we want to get around creating a second separated service desk. This would increase maintenance and would be really uncomfortable in observing two projects, duplicated settings, and so on...

Thanks a lot,

M.

[Matthias Fleschütz · Accepted solution]

I solved it now as follows:

all use one mail address, but project automation assigns a request to a group mail depending on which customer organization a reporter is member of.

the rest ist permissions and notifications to separate limited agents from the rest.

best

m.

[Brant Schroeder]

Currently in Cloud you can only have a single email address associated with a Jira Service Desk.  There is an enhancement request that cover your request: https://jira.atlassian.com/browse/JSDCLOUD-798

The easiest way to get around this is promoting the use of the portal.  If customers submit their issues through the portal you can easily do what you are proposing above just through a request type instead of an email address.

[Matthias Fleschütz]

Hi @Brant Schroeder 

thanks but the portal is still not working for us as there are some missing features, e.g. disabling this share with functionality.

And I can not really achieve what I want to (automatically directing requests to a specific limited agent group).

thanks matthias