Email-to-Jira integration

[Phuong Do]

I’m currently configuring Email → Jira Service Management integration and would appreciate some advice on the best practice.

Context:
We are a service provider supporting two customer companies: AA and BB.
We plan to use one generic support mailbox (e.g. support@ourcompany.com) and restrict it to only accept emails from these two domains:

• @AA.com

• @BB.com

The mailbox will be connected to Jira Service Management so that incoming emails automatically create tickets.

Requirement / Question:
In Jira, we created two separate projects for these 2 clients:

• AA project

• BB project

Is there a recommended way to automatically classify and route incoming issues based on the sender’s email domain?

For example:

• Emails from @AA.com → create tickets in the AA project

• Emails from @BB.com → create tickets in the BB project

[Rik de Valk _Brainboss_ · Accepted solution]

Hi @Phuong Do , 

The best practice would be to work with a single project. You can only apply your single email address to 1 JSM project; so you'll have to also use 1 project. 

You can create separate queues for each customer (if needed). 

You can automatically have customer accounts be assigned to the correct Customer organisation based on their email domain. 

Have a nice day. 

Rik 

[Phuong Do]

Hi @Rik de Valk _Brainboss_ 
Thanks for your advice. The reason we need to create 2 projects is that they are 2 separate clients that will be have different type of supporting from us. We actually have the idea for this problem is that:

1. Configure the mail handler to route all incoming emails to a single “Storing” project.

2. Set up automation rules to clone work items based on conditions (for example, if the reporter’s email domain contains @AA.com, clone the work item to AA project).

However, we’re currently facing a challenge with this approach:

When the reporter is an external user (not a Jira user), Jira assigns a default reporter => the rule could not work here

[Rik de Valk _Brainboss_]

The issue you are facing is due to customer permission settings. 

You can read in this article how to allow customers to create portal-only accounts, and restrict that option to only users with specific email domains: https://support.atlassian.com/jira/kb/enable-automatic-accounts-creation-through-email-requests/

I understand your need for different support offerings per customer. But I would still look carefully into the options for handeling variation within a single JSM project. There are a lot of ways you can configure variation: 

1. You can define different SLA's per customer in a single project. 
2. You can define different Request Types per customer. 
3. You can use automation in your project to apply variation based on the customer organisation

And those are just examples. 

Cheers, Rik