Set up customer support project with multiple emails and customer permission customization

[Pooja Joshi]

i have created a service management project for customer support and facing the following issues:

1. Unable to add multiple emails in email request configuration

2. The email added is part of a distribution list is it the reason for multiple requests getting generated in JIRA?

3. Restrict the responses/ replies to the tickets from coming back again as a new request i.e, multiple tickets are created for mail chain of same request

4. Automation rules limitations to be removed

I want to know what access is needed to complete the about settings as our automations limit is over for this month run from 5000 times.

[Trudy Claspill]

Hello @Pooja Joshi 

Welcome to the Atlassian community.

Topic 1:

What steps are you executing to attempt to set up multiple emails?

Are you trying to add external emails or additional Atlassian-managed emails?

Can you provide a screen image of where you are trying to execute the steps?

In what way are you prevented from proceeding? Are you getting an error message? If so, what is the message?

Topic 2:

What are the circumstances when multiple tickets get created? Are they created with initial email, or are they getting created when a person replies-all to that email (not replying to a email notification from Jira)?

Topic 3:

If Jira receives an email that does not include an existing ticket ID in the email summary, then Jira will not know which issue to update.If people are replying to the original email thread, Jira does not automatically know they want to update an existing ticket.

Also, if the user that is sending the email is not a Request Participant in the created ticket, then they may not have permission to update the ticket, and their email would then be ignored or potentially generate a new ticket.

Topic 4:

You cannot remove the service limits imposed on Automation Rules. If you have too many executions, you need to either refine your automation rules so that they don't execute as often or you need to upgrade your subscription to Premium.

You can review this document for information on how usage is calculated which may help you figure out ways to refine your rules to execute less.

https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/