How can I add 2 email channels for servicedesk

Question

Hello, dear community!

Business-processes of my employer imply 2 various support - commercial services and technical provided by servicedesk teams.

Thats why we need to have 2 various emails, who linked to the issues with various types and workflows.

I know that I can't set Automation to convert issue type from Service Request to another one by special keywords.

Can you help me pls, mb some useful add-ons?

Sebastian Krzewiński · Answer

Hi @Руслан Хансуваров

1. As I remember if you have the same workflow on both issue types you can change issue type. But please check this because I might be wrong.

Regards,

Seba

Руслан Хансуваров · Answer

Thank you for youк response!

1. Automation doesn't allow to convert issue types, only customer request types.

2. Such scheme is not good for us, because both types of request can be sended from new customers.

Sebastian Krzewiński · Answer

Hi @Руслан Хансуваров

In JSD in one project you can add only one mailbox. I don't know if Atlassian want to change it. I'm also facing with this problem.

As far I have two solutions:

1. Create mailbox that will be connected to JSD project. Then from your both mailboxes you must create rule that will be formward emails to this mailbox. Then using automation you can convert issues (you create something like this)

2. Add first mailbox to JSD email request and second mailbox to jira mail handler. This scenario will be work if you have 100% sure that your customers have accounts in JIRA or you can configure mail handler that it will be put sender's email in description.

This topic is tuff so if you will find way how to resolve it please describe it in this topic :)

Regards,

Seba