distribute incoming mails to 3 projects by using the mail domain-name

[Werner Füsgen]

We have three departments with different customer groups for support. We currently use a ticket system, which is very old and is now to be replaced.

The groups are:
1. managed mobility
2. enterprise services
3. internal support

For all groups the same mail address is used and in the ticket system the incoming mails are manually distributed to the groups.
We thought of creating a separate JSM project for each of the groups and distribute the mails automatically to the groups.
Is it possible to realize this with JSM? I have been working with JSM for only a few months and have now deployed a project as a test base.

[Charlie Misonne]

Email content based routing is possible but you'll need some plugin for that.

You could also think about having 3 separate email addresses, 1 per project. In that case you won't need any plugin. But it seems like you don't want that.

A question: how would you automatically distribute the emails to the correct group/project?

Do the emails contain any information that defines which group it must go to?

[Werner Füsgen]

First of all thank you.

You are right, my boss wants only one email address for all incoming support mails.

I thought there is a way to distribute the emails via the email domain, the domain of the sender should decide to which support group it belongs. So we have to define a rule for that, e.g. walter.fine@company2.com belongs to the group/project managed services.

And no, there is only the information about the sender`s domain we wanted to use.

If you have a better proposal I would like to hear about that.

[Charlie Misonne]

Hi Werner,

There is no out of the box way to distribute tickets to a specific projects based on the domain of the sender.

I think you will need the Jira Enterprise Mail Handler app for that. Email This Issue might be too limited.

The difficulty really lies in the 3 separate projects. Here is a related question but it is about a single project with different queues. Would that work for you?
https://community.atlassian.com/t5/Jira-Service-Management/Automatic-routing-based-on-email/qaq-p/1573200

[Werner Füsgen]

Hi Charlie,

thank you very much for your idea.

So I think about an automation, there exist a Variable for the Mail and I will try to separate the email domain by using a regedit expression. With this result it should be possible to tell the General Queue where to send the incoming ticket.