Raise a ticket with email with different issue types/Request types

[Rajwant Saini]

Our Customer sends an email to raise a ticket in Jira. Some issues are New Requests and some are Bug fixes.

Can incoming emails be assigned to different issue types or request types.

For example if it is a new Request (New Laptop request), goes to new request issue type or request type.

and

If it is a Bug fixes, should go to Support.

[Deleted user]

Hi @Rajwant Saini - I am assuming you are referring to creating issues in JIRA and not really involved with creating tickets in JSD. When we setup/configure an email handler in JIRA, we only can associate one issue type, as default, for all the issues being created through email. Please read more from here, if you have not already checked this out. So what you are looking for cannot be done.

If you were to be looking at JSD, then also, you will have to set up email handler to take one Request Type, as default, for association with the new ticket that is being raised. However, in JSD, this Request Type being used should have Summary and Description as required visible fields. Please read more from here, if you have not already checked it.

Hope this helps!

-kalyani