Routing Emails to specific project

David Gage

How can I setup Jira Service Desk (Server) to route emails to specific queues by things such as the senders email address?

We have multiple systems that send emails automatically for notifications and alerts but they all come in to the same queue (or Project).  I would like to have those emails automatically routed to a project for "Alerts and Notifications" instead of coming in to the mail support queue.

 

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More Info:

All emails for things IT related come into our "Desktop Support" email address.  This includes end-user support requests, licensing responses from vendors, and system alert messages.  By default, everything comes in to the Desktop Support project and I have to manually move them to their specific projects (except for end-user support requests where everything stays put).

I already have the (secondary) projects built out and using them, but I'd rather not have to manually move the requests as this often can take a lot of time to do and really should be automated.

 

Aaron Williams_ij0275

Do you have a different project for the Alerts and Notifications already set up?

I'm not sure if you're using a custom email address to receive, or using the one that is supplied by your project, but there are two ways you could do this:

I'll call this the easy way...

In the example that you have alerts coming from a specific place (like a noreply@ or alerts@ address from a domain like GitHub, Google, etc...); you could take the email address given by the Alerts and Notifications project so that they go directly to this project rather than being routed to the Desktop project and then being moved!

Problem solved? I'm hoping this is the simple solution that works... if you're using a custom email address in your Desktop project, perhaps you're able to set a new custom email for the Alerts project?

I'll call this the convoluted way...

Jira Service Desk has a built in Automation tool in the project settings which you can use to perform a number of functions; in our org. we use this to sort notifications for New Hires and Leavers, pushing it to a different queue with no SLA within the same project.

You could do something like this:

• WHEN issue created
  
• IF reporter = noreply@randomdomain.com
• THEN move issue to Alerts and Notifications project

The above would take a lot of the manual work out of moving specific issues from specific email addresses, and you could use the in modifier on the IF statement to list a selection of addresses, like so:

• IF reporter in (noreply@domain1.com, alerts@domain2.co.uk)

I'll take this a step further with a "long-term view" way...

Perhaps sometimes you're having contact from a vendor where sometimes they need to be in Desktop Support for help, but are sending over Order Confirmations; these emails usually have a prefix of "Order confirmation" or "Invoice" in the subject line, in which case you can use:

• WHEN issue created
  
• IF reporter = noreply@randomdomain.com AND description ~ "Order Confirmation"
• THEN move issue to Orders project

The above can help you get really smart with moving issues around based on known criteria, allowing you to filter the issues and move them to different queues, projects, etc. It just takes a bit of time to figure it out and fine tune!