Multiple Request types as Used by email channel

[Trena Norcia]

I need to have two type of requests coming into my service desk:
1. from external customers 

2. from internal employees

I have set up a rule if the organizations is Help Desk  to change the issue type to Help Desk Request and assign to the help desk employee.  All others will be service requests from out customers.  We ant the internal employees to use the support email and have help desk tickets auto generate for the service desk.

Please help with this as this is a major issue for us.

[Jack Brickey · Accepted solution]

Hi Trena, I'm not sure I am following you here. Are you asking if you can have two separate email addresses for a single project? Are you wanting to avoid the portal and just use email for ticket creation/updates? Are you asking how to keep the external customer request separate from internal requests? 

Can you please help me understand the underlying requirement rather than implementation details?

[Trena Norcia]

Yes, that's exactly it.  We are not using the portal at this time but are using the email for support.  We love Jira and have the need to have Sys Admin have their own Jira tickets from the service area via email.  

I currently only have two issue type for service:
Help Desk Request - which is sent vis email by employees for sys admin support
Service Request which is created via email for customers

 
I have a rule in place when issue is created and organization = NLP Help Desk then change issue type to = Help Desk Request and assign

the issue seems to be that only the service request is being used by the email channel

Thank you so much for your help with this, as we need this process in place ASAP.

[Jack Brickey]

you can only have a single Request Type assigned to the email channel. you mention the automation and checking the organization. How is the organization getting set upon creation?

[Trena Norcia]

By listing the help desk as the customer and the employees as the people in the organization..  

This is terrible!!!!!  Is there any other way? Can we use two email addresses?  We need the ability for internal and external to generate tickets via email?  (not the same ticket that's an automated nightmare?)  Please let me know suggestions you feel would help us resolve our issue.  That is a very manual process to have to have a person manually change tickets?  Your suggestions are welcome as we strive to resolve this issue.

[Trena Norcia]

@Jack Brickey Can I have two email addresses one for internal and one for external 

[Jack Brickey]

No this is not possible but maybe you can use Automation to assess the email and associate to internal vs. external.

[Trena Norcia]

@Jack Brickey  I have two separate emails one for external which I want a service request created ( that is functioning properly)  I have a email address just for internal employees that I want to generate a help desk ticket.   

I just need to set up the help desk email to generate the different request type?  Can you help with this?

[Jack Brickey]

so your screenshot illustrates the one Atlassian provided email and one custom email. Which one is "external" (working)? I assume the custom one? Did you click on the ellipses in the upper right of your screen?

[Jack Brickey]

@Trena Norcia , I just tested this out. I had both the atlassian default provided email and I added a custom email. I set a different RT for each and verified it would work. Does this meet your needs?

[Trena Norcia]

Yes, I was able to use my email set up for my external customers and it creates a service request and I set up a help desk email and set the request type to Help Desk Request ( issue I created) and everything works as needed :) Thank you so much for staying with me on this and ensuring a great resolution.

[Jack Brickey]

glad to assist. TBH, I have never use the two emails but I can see some interesting UCs for it. :-)