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_]

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