JSM : Emailed request - New issue - assign an organizations depending of the "From" email address

Question

Dear All,

I 'd like to create an automation rule when :

- a New issue is created (by email)

- Search if "From" email address is in a organization

- Yes : assign the organizations to the issue

- no : do nothing

If an email address is assigned on many Organizations what will happen?

Best Regards

Boujraf Youssef · Answer

Dear @Joseph Chung Yin

- Are you stating that you have a situation where a customer setup to be a members of different organizations?

Yes it is but may be this is a mistake to do like this.

Each Company has several departments, then we have created for a same company many "Organizations".

For each "organization" we have assigned customers.

For some reasons some customers depend on two departments for a same company.

Then my questions :

- create an automation and "From" email address to assign an "organization"

- how to be able to assign an organization when we are receiving email ?

Let me know if you need more details.

Best Regards

Youssef

Joseph Chung Yin · Answer

@Boujraf Youssef -

In JSM when you setup configuration to use email submission to create issues in your project, it really are not directly associated with organizations.  Reporters (customers) are associated/assigned to organizations.

Typically, one customer will be setup of one organization.  So, I am not not fully understand your ask of "if an email address is assigned to many organizations"?  Are you stating that you have a situation where a customer setup to be a members of different organizations?

Please provide a bit more clarification on your ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.