Is it possible to choose issuetype when creating a ticket from an email?

[Murat Sahan]

Hi everyone. We are thinking of setting up a completely new JSM project. We want users to be able to email in one of four different kind of requests for approval. Each type of request needs a different form or issuetype.

Now the question is it possible somehow to choose the right request form (or issuetype) from the email? 

Thanks for your help

[Mathew Lederman · Accepted solution]

@Murat Sahan what you're looking for is not available natively with 1 mailbox. You could use 4 different mailboxes, but that requires your users to know which mailbox to use for the appropriate scenario.

Alternatively, you can use a plug-in that can parse the email and create different issue types dependent on regular expressions. We use Email This Issue and it works pretty well for our needs.

[Marc - Devoteam · Accepted solution]

Hi @Murat Sahan 

No this is not possible.

A Request Type can be created from an email, so if you want 4 different request type created from email, you need 4 different email address configured and 4 different request types

To have a Request created from an email to only fields on the request can be Summary and Description.

You could look at an Issue Collectors and place this on your company site.

[Marc - Devoteam]

hi @Murat Sahan 

Please accept my answer as a solution, if my answer helped to solve your request.

This will help other community member trying to solve the same.

P.S. If the answer is very valuable to you, please share some kudos.