Configure additional request type, issue type, and issue workflow for JIRA service desk

C_wqzgz7

Hi, we have an existing service desk implemented for a certain request type "INC-TYPE-01" which is automatically created via email (e.g. from email_INC01@test.com)

We would now like to add a new request type "INC-TYPE-02" with new issue type and new issue workflow via another email (e.g. email_INC02@test.com) and assign these to different agents.

Could you advise the steps for each process? 

 

 

 

Nic Brough -Adaptavist-

Welcome to the Atlassian Community!

Jira, with Jira Service Management added to it, is not as simple as it could be.  (Long, history, you don't need to know it to understand what I'm about to type)

Jira provides projects which contain issues.  Your people (JSM agents) will be working mostly with issues.

JSM adds a layer for ITSM which includes the ability to have customers, who only get to see the (vastly simplified) Request system.

A Request has a 1:1 relationship with an issue - a customer creates a request, the Agents work with the issue that gets created hand-in-hand with it.  Agents can create issues without requests but the request is best thought of as "a way to talk to the customer, without needing to bore them with all the internal issue stuff".  Requests cannot exist without the backing issue, but issues do not need to have requests.

 

However, you can't do what you are describing.  To get as close as you can:

• Create a new issue type for the project.
• Create a new request type and map it on to the issue type.

And now we are stuck.  The "email channel" means "if someone sends an email to this address, it creates a new request in the project (or updates an existing one)".  JSM currently only supports one email channel for a project/portal/helpdesk.

You can do the "assign differently", if you can come up with an Automation (or other scripting and automation app) that can scan the content of an email and work out who to give it to, but I'm afraid 1 email = 1 project : 1 request type : 1 issue type at the moment.