Selecting Request Type based on customer email address

[Martin Warford]

We are currently looking at migrating to JSM.

We are in the PoC phase currently, configuring JSM to match our current support processes and modifying them where JSM does something differently.

One of the support processes we have is the real time monitoring of managed customers applications.

This process will gather some data, run some checks over it and if it's OK, do nothing, or if there is a failure, notify the support team.

Currently this notification is sending an email to a legacy support app that creates a support ticket for agents to work and customers to see.

We want to do the same with JSM, where checks detect a failure and send an email to JSM to raise an RT but a specific RT based on the originating senders email address.

For example, a check looks for spelling mistakes, raises an email from 'client_1_spell_check@...' to our JSM single email address.

Another check might be looking for summing errors, raising an email from 'client_1_bad_maths@...' to our JSM single email address.

Both email addresses have been added as Customers of the same organisation.

How do I configure JSM to create specific RTs based on the sending email address / customer?

Thanks

[Jack Brickey]

Hi @Martin Warford , OOTB issues created by email are sent to a single email address which is associated with a single RT. You could consider using Automation to change the Issuetype/request type after the issue is created. Or you could consider using a custom field to further classify the issue.

[Martin Warford]

Thanks @Jack Brickey , Automation is likely the route the team will go for.