nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How do you determine which email channel the ticket came from?

Mike_cqq0pd

I have set up a Service Management project with 3 connected email accounts. How do you determine which email channel the ticket was created from?

Some solutions suggest to create a custom field and capture the "request-channel-type" - but this only returns "Email". I want to capture which email address it came from. If it can be done via automations, that is ok as well.

Appreciate the help in advance!

Thanks

Accepted answers

Tomislav Tobijas

Hi @Mike ,

I think I've recently discussed this with someone, just cannot find the thread now.

I believe the only way to distinguish which email channel has raised this is by creating separate request types for each email address/accounts.
*not a prettiest solution, I know...

I've tried searching for open suggestions but didn't manage to find any related suggestion to what you've described.
You could reach out to Atlassian Support so they might take another look + they could potentially create a new suggestion if one already doesn't exist.

Cheers,
Tobi

All comments

Tomislav Tobijas

Hi @Mike ,

I think I've recently discussed this with someone, just cannot find the thread now.

I believe the only way to distinguish which email channel has raised this is by creating separate request types for each email address/accounts.
*not a prettiest solution, I know...

Cheers,
Tobi

Mike_cqq0pd

Thank you, Tobi. this method works for me. I'll be doing this.

I also wanted to share that in one other Service Management project that we have, instead of setting up 2 email channels, (email1 and email2), my email admin configured email2 to forward emails to email1, and this results in email2 showing as a "request participant" on the ticket. I just created a filter and check if "request participant" contains email2, and that's how I was able to get all of the tickets it received.

unknown

Hi
Not sure if you've found a better solution - but I discovered this automation (article link below) and it's worked for me.
I used it to identify which connected email account created the request, and from there I added in some automations to link tickets and add labels.

Identify JSM mail handler

Tomislav Tobijas

Uu nice @[deleted]!

Thanks for sharing 🙌

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management