Assign project based on requester's email domain

Question

We are looking at implementing JSM. It needs to work for both our MSP business and our internal needs.

Internal tickets are confidential. I have set up 2 projects (internal and MSP). I need a way to send emailed requests to the correct project based on the requestor's email domain. Essentially, any emails from our domain goes to the Internal project, and everything else goes to the MSP project.

We want to avoid 2 different support email addresses.

We are working with the free version right now, but would likely upgrade to a paid plan later on.

Can this be done?

Mikael Sandberg · Answer

You basically have to look at the reporter's email address and then based on that use if/else condition to copy the issue to the right project. Note that you would have to do the copy in two steps, the first would create the issue in the new project and then you add the fields you want from the triggering issue to it. Once the issue is created then you can use the Most recently created issue branch and set the request type.

Regarding the issue security, it can be set up so your agents have access to everything except internal ones. I have a similar set up in our HR project. All agents have access to onboarding/off-boarding requests, but for all other requests it is only HR that have access to them. You can do this by using two security levels, general being the default one, and then for the internal ones just set the level to internal. This internal level would be more strict then the general one.

Serge Adam · Answer

Unless I can have exception security, that would not work. I'm the only one with overarching access, all my other techs need access to every orgs except the internal one.

Serge Adam · Answer

How do you extract the domain, and how do you move to a different project? I've been looking at the automation and can't seem to figure that out.