Does anyone have experience with Email Handler for JSM?

Marius Larsen

Hi fellow users of JSM!

 

We have multiple projects and want to use only one email for every project, and channel the requests from different email addresses to their dedicated project. As far as I can see from this forum this is not a possibility out of the box. So my question is: Are anyone familiar with this, and do you have some solutions that can work?

 

We have been looking at some email handlers, but there’s very little information about JSM together with an email handler..

Jack Brickey

Hi Marius,

you are correct that out of the box there’s not a solution for this. One idea that you could explore is to use a single email address that will be processed outside of JSM with rules that would forward the email to the desired JSM project email address. I have not tried this but am sure it will get quite complicated. Somethings you would have to consider:

• how do you set the reporter correctly to be the actual reporter and not pre-filter email address since JSM considers the from address as the reporter. Likely some form of automation to replace the reporter with an email address in the CC or in the body of the email. This will be important to ensure that the actual customer receives updates and can comment on the tickets.
• how do you deal with failures in your email preprocessor since invariably it will happen so you need to think about how you would manage that.

Another idea - create a triage project where all issues are created via the single email address. Then assign a team of agents to move issues to the correct project. If I were going to look at this I might turn off notifications of ticket creation back to the customer since they will have a link to the original non-project specific ticket.