Create queues based upon 'To' in the email

Question

We have a scenario we need to map on Jira Service Desk. We use email based support where general support is directed to support@mycompanyname.com and product based support is collected in productname.support@mycompanyname.com  which in turn is an alias to support@mycompanyname.com.

Our requirement is to create separate queues for each product productname.support@mycompanyname.com from 'to' field in the emails collected from support@mycompanyname.com

viraf · Answer

It is a little confusing. How do I access email alias 'To' field when creating the ticket ? I could not find it. :(

Walter Buggenhout · Answer

Hi @viraf,

Wouldn't the easiest option be to set the product in a custom field or Component/s when you create the ticket from your e-mail alias and then use that field for easily defining your queues per product?