Creating email request type!!!

ANDRESON SANTOS_cukwys

hello jira community!!!

I have several Jira instance projects and I would like to create a default email (Suporte@suport.com) to serve these customers.

Example:

When the "project A" customer opens an email request, and the "project B" customer opens another request, how will Jira route the ticket to the specific project?

Judd Garratt - Path of Trees

Hi Andreson!

There are two potential scenarios here.

a) If you're happy for each project to have its own email address, you can set this from the 'Email requests' section in Project settings. Atlassian also has some instructions on how to configure email requests for a custom domain. You then give customers of project A the email address for project A and customers for project B the email address for project B, etc.

b) If you want a single email address across multiple projects, this is harder. You could have all requests come into a single project (one email) and then:

1. Move them to other projects manually as a triage step
2. Add an automation rule that clones the newly create issue into a specific project based on conditions (e.g. if summary includes 'product Y', clone into project Y). You can then have the automation rule remove the original issue.

The trick to making one of these 'one email then move' approaches work is to carefully set up the customer notifications so nothing is sent from the original receiving project and notifications are only sent from the eventual destination projects (so customers are not confused by multiple issue keys).

If you'd like help setting up one of the above scenarios, drop a note here and I'm happy to give further guidance. Good luck!