Email Requests in JSM – Routing a Single Mailbox to Multiple Service Projects

[Phuong Do]

Hi everyone,

I’m looking for advice on the best-practice approach for routing email requests in Jira Service Management (Cloud).

Context

We are a service provider supporting multiple external customers. Currently, we plan to use JSM Email Requests together with custom email domains (for both email requests and customer notifications)

Our Target Setup

• Jira Service Management (Cloud)

• Email Requests feature

• Custom email domain configured (send emails on behalf of our domain)

• Customers are unlicensed users

• Requests created via email

Our Question

For operational simplicity, we would like to use one generic support mailbox (e.g. support@company.com) for both customers.

In this case, we would like to understand:

• If the same external email address is connected to Email Requests in multiple JSM projects, how does Jira decide which project the ticket is created in?

• Is there a way in JSM configuration or automation rules to route incoming requests to different projects?

• Or is the recommended approach to perform email routing on the email platform side (e.g., Outlook / Microsoft 365), such as forwarding or alias-based routing, before the email reaches Jira?

We want to ensure that requests from each customer are consistently created in the correct project while keeping the setup as simple and supportable as possible.

Any guidance or recommended architecture for this use case would be greatly appreciated.

Kind regards

[Marc -Devoteam- · Accepted solution]

Hi @Phuong Do 

Welcome to the community.

This is not possible ootb, this would require a 3rd party integration like Email This Issue.

A JSM space uses a single mail handler, so mail sent to an address linked to the JSM will end up ono that project, it can't be created in a different project

Specific to your questions:

1. If the same external email address is connected to Email Requests in multiple JSM projects, how does Jira decide which project the ticket is created in?
   
   This is not possible.

2. Is there a way in JSM configuration or automation rules to route incoming requests to different projects?
   
   No this is not possible ootb, requires 3rd party integration

3. Or is the recommended approach to perform email routing on the email platform side (e.g., Outlook / Microsoft 365), such as forwarding or alias-based routing, before the email reaches Jira?
   
   No this is not possible, JSM is not a mail application/platform

[Phuong Do]

Hi @Marc -Devoteam-  

Thank you very much for your advice. Yes i just follow this feature request and acknowledged about using the third-party integration: JSDCLOUD-11071 

But also from this request, we have tried to follow the comment suggestion, summarized as:

• Create one common JSM project connected to the single custom email address
• All incoming email requests are created as tickets in one Central Project
• Use JSM Automation to: Clone the ticket into the appropriate customer project based on sender domain
• Disable notifications in the Common Project to avoid customer confusion
• From our initial testing, this workaround seems to function as expected.

Before moving forward, i would really appreciate your advice on whether this approach could introduce any operational risks or limitations.

I understand this is not an officially supported solution, but any guidance or caveats from your experience would be very helpful for us to make an informed decision.

[Marc -Devoteam-]

Hi @Phuong Do 

Yes, this can be used as a solution, but its maintenance heavy on change implementation in the proces.

I would make sure all is documented.

Also if you want customers to see the issue to the project its moved to, the customer needs to be added to that project.

I would enable the request created notification, and disable this on the projects where work items are moved to.