Different Mail Handlers for different Request Types

Dreymann_ Thomas

Hi @AlL,

I would like to cover 2 different scenarios with emails in one JSM project:

1. email as incident and
2. email as a change request

Emails as incidents works very well so far, but it is not clear to me how I can create a second possibility to receive changes that comes via mail as change requests in JSM at the same time.

I hope that someone has already developed such a solution.

 

Best Regards
Thomas

Sebastian Krzewiński

Hi @Dreymann_ Thomas 

 

In single JSM project you can set only one mail handler. If you want to have more you need to use app for that (e.g. Email this issue). 

Other idea that came to my mind is to use automation and edit issue type when rule recognise that this is change request (important info - workflow for incidents and change request must be the same).

 

Regards,

Seba