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Multiple Request types as Used by email channel

Trena Norcia

I need to have two type of requests coming into my service desk:
1. from external customers

2. from internal employees

email channel.JPG

I have set up a rule if the organizations is Help Desk to change the issue type to Help Desk Request and assign to the help desk employee. All others will be service requests from out customers. We ant the internal employees to use the support email and have help desk tickets auto generate for the service desk.

Please help with this as this is a major issue for us.

Accepted answers

Jack Brickey

Hi Trena, I'm not sure I am following you here. Are you asking if you can have two separate email addresses for a single project? Are you wanting to avoid the portal and just use email for ticket creation/updates? Are you asking how to keep the external customer request separate from internal requests?

Can you please help me understand the underlying requirement rather than implementation details?

All comments

Jack Brickey

Can you please help me understand the underlying requirement rather than implementation details?

Trena Norcia

Yes, that's exactly it. We are not using the portal at this time but are using the email for support. We love Jira and have the need to have Sys Admin have their own Jira tickets from the service area via email.

I currently only have two issue type for service:
Help Desk Request - which is sent vis email by employees for sys admin support
Service Request which is created via email for customers

service desk.JPG
I have a rule in place when issue is created and organization = NLP Help Desk then change issue type to = Help Desk Request and assign

the issue seems to be that only the service request is being used by the email channel
email request.JPG

Thank you so much for your help with this, as we need this process in place ASAP.

Jack Brickey

you can only have a single Request Type assigned to the email channel. you mention the automation and checking the organization. How is the organization getting set upon creation?

Trena Norcia

By listing the help desk as the customer and the employees as the people in the organization..

This is terrible!!!!! Is there any other way? Can we use two email addresses? We need the ability for internal and external to generate tickets via email? (not the same ticket that's an automated nightmare?) Please let me know suggestions you feel would help us resolve our issue. That is a very manual process to have to have a person manually change tickets? Your suggestions are welcome as we strive to resolve this issue.

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