How can I see which email address customers emailed?

Jessica Morgan_4fwtl2

We have 2 emails linked to our JSM. 1 for our clients and 1 for customers, this helps our support team differentiate between the two and follow correct procedures in order to help them with their issues. 

The problem is, in JSM we can't tell which email address they've sent their email to without looking at the email logs. 

Is there a way to create an automation to add a label for this? For example, Email was sent to clientservicedesk@gmail.com that a label could be added 

Or is there a field whether that be custom or already exists that it would show which email address it was sent to? 

Rudy Holtkamp

Hi @Jessica Morgan ,

This is possible, BUT (it's a big but) you need to invest a bit of time and you need to go technical. If you're willing to do that, then here is how you can do it.

First take a look at this article. If you follow it you can get the audit log of each mail that has been send to one of your email addresses.

When you replace 'statuses=FAILED' with 'statuses=NEW+REQUEST', you get all the created request via this channel. The webrequest will look like:

{{baseurl}}/rest/jira-email-processor-plugin/1.0/mail/audit/process/{{myChannel}}?from={{epochtimestamp}}&statuses=NEW+REQUEST

The response  will look something like this:

{
"data": [
  {
    "id": 51318,
    "mailChannelId": 13,
    "mailItemId": 50467,
    "handlerName": "Jira Service Management Mail Handler",
    "resultStatus": "NEW REQUEST",
    "fromAddress": "sombody@acme.com",
    "mailChannelName": "support@mycompany.com",
    "subject": "Some subject of the email",
    "issueKey": "SUPPORT-123",
    "noOfRetry": 0,
    "updatedDateTime": "20/Nov/24 11:10 AM",
    "createdDateTime": "20/Nov/24 11:10 AM"
  }],
  "totalPages": 1
}

With this you can tie the issue to the mailChannelName.

You can trigger your automation each time a issue has been created as 'Email request'.

I hope this helps