Different mail addresses for incoming issues by mail

Matthias Fleschütz

Following scenario:

• we have an existing service desk project for our global IT service desk with incoming mail support (it-service@...)
• we are getting local support for one region
• we don't want to create and maintain a new separate project as
  • most of the settings woul be identical
  • all except one user need to have access to both
  • some issues need to be processed by global team anyway
• the local support agents should
  • only see their assigned tickets
  • or pull / automatically get assigned tickets for that one region

Our idea was:

• we create an second mail address (it-service-XX@) for that region
• this mail address is only an alias for the existing import mailbox for issues
• based on the address automation assigns the local support agent if request was sent to "it-service-XX@" in all other cases nobody is assinged.
• based on issue security we control that the local agent can not see other tickets
• maybe "Organization" can support this setting as well

 

Any ideas if / how we can realize this? Any help is really appreciated as we want to get around creating a second separated service desk. This would increase maintenance and would be really uncomfortable in observing two projects, duplicated settings, and so on...

 

Thanks a lot,

M.

Matthias Fleschütz

I solved it now as follows:

all use one mail address, but project automation assigns a request to a group mail depending on which customer organization a reporter is member of.

the rest ist permissions and notifications to separate limited agents from the rest.

 

best

m.