How to fetch the alias from an incoming request?

Question

We're using Jira Service Management cloud.

Our project has a connected email account for incoming requests (info@).

The account has multiple alias (service@, design@, ...)

While sending mails to those addresses, all mails are fetched and requests are generated.

How can we configure JSM email queue to store the alias in a specific (custom) field?

We would like to implement following story:

As a dispatcher,

I would like to identify the mailed request by the alias used

to route the incoming request to the corresponding queue of the alias.

Any solutions?

Ingo Wenke_nmfof8 · Answer

@Ste Wright

unfortunately, the answer ist "...the alias information isn't being passed to Jira..."

You're right.

Ingo Wenke_nmfof8 · Answer

Hi @Ste Wright

confirmed.

I can't see the alias inside any jira field I knew, but I don't believe that I know everything of jira.

I see the alias in the raw data from the jira mail log. May be there is a way to evaluate the raw data of an incoming mail-request within jira automation? Guess not.

The Jira only-portal approach does not fit with our customer friendly policy.

We allow mail as an request channel. Due to this, we like to analyze and categorize as much as possible upfront any service agent interaction.

Ste Wright · Answer

Hi @Ingo Wenke

Can I confirm that...

* You have one JSM Project
* You have one email address attached to the Project - info@...
* The email address has alias' that users can email requests to

^ If this is the case, from a Jira perspective the emails are being received via info@ - not any of the aliases. As far as I know the alias information isn't being passed to Jira - or are you seeing this somewhere in the request once it becomes a ticket?

Could users use the Request Portal instead? That could make this issue redundant.

Ste