How to show both "to" and "from" emails in JSM when creating a ticket

Poreddy Chaitanya Reddy

Hi,

I have two email addresses configured in my Jira Service Management (JSM) email channel, and everything is functioning as expected. However, when tickets are created, I can't determine which email address originated a specific ticket.

For example:

1. support@domain.com
2. support-two@domain.com

When tickets are generated in the JSM project (e.g., Ticket-1 and Ticket-2), there's no clear indication of which email address was used to create each ticket.

How can I identify the originating email address for each ticket?

Nick Wade -Opus Guard-

Jira does not attach the email addresses configured in your email channel to issue fields. So this may be a bit tricky. What the docs suggest is you attach one inbox to your JSM email channel configuration - assuming you're using Gmail or similar - and use email forwarding / aliases in order to consolidate inbound emails to different addresses in that one inbox (two addresses like in your example).

ChatGPT interprets the JSM email configuration docs this way:

 

Q: What does this paragraph from Jira Service Management documentation actually mean?

"If you use more than one email address to interact with your customers, set up forwarding rules or aliases in your email clients to receive requests in the email linked to your service project."

A: This paragraph is saying that if you're using several different email addresses to communicate with your customers, you should make sure that all emails eventually go to the one email address that is connected to your Jira Service Management service project. You can do this by setting up forwarding rules or email aliases in your email system.

In simpler terms:
- **Multiple Addresses:** You might have different email addresses (e.g., sales@, support@, info@) that customers use.
- **Centralizing Requests:** The service project in Jira is linked to one specific email address.
- **Forwarding or Aliases:** To avoid missing any customer requests, configure the other email addresses to automatically send their emails to the one linked email address.

This way, all customer queries will be centralized in one place, making it easier to manage and respond to them through Jira Service Management.

Have you tried configuring email forwarding from support@domain and support-two@domain over to a single common email address that you then connect to JSM? In this way you may be able to parse some standard email forwarding text added by forwarding, in an Automation rule that picks out the first recipient email address. I'm imaginging then you could add that to your ticket somewhere as part of the rule.