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How do you determine which email channel the ticket came from?

How do you determine which email channel the ticket came from?

I have set up a Service Management project with 3 connected email accounts. How do you determine which email channel the ticket was created from?

Some solutions suggest to create a custom field and capture the "request-channel-type" - but this only returns "Email". I want to capture which email address it came from. If it can be done via automations, that is ok as well.

Appreciate the help in advance!

Thanks

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Hi @Mike ,

I think I've recently discussed this with someone, just cannot find the thread now.

I believe the only way to distinguish which email channel has raised this is by creating separate request types for each email address/accounts.
*not a prettiest solution, I know...

I've tried searching for open suggestions but didn't manage to find any related suggestion to what you've described.
You could reach out to Atlassian Support so they might take another look + they could potentially create a new suggestion if one already doesn't exist.

Cheers,
Tobi

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Thank you, Tobi. this method works for me. I'll be doing this.

I also wanted to share that in one other Service Management project that we have, instead of setting up 2 email channels, (email1 and email2), my email admin configured email2 to forward emails to email1, and this results in email2 showing as a "request participant" on the ticket. I just created a filter and check if "request participant" contains email2, and that's how I was able to get all of the tickets it received.

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Like • Tomislav Tobijas likes this

Hi
Not sure if you've found a better solution - but I discovered this automation (article link below) and it's worked for me.
I used it to identify which connected email account created the request, and from there I added in some automations to link tickets and add labels.

Identify JSM mail handler

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Like • Tomislav Tobijas likes this

Uu nice @[deleted] !

Thanks for sharing 🙌

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How do you determine which email channel the ticket came from?

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