How to differentiate which email an issue came through

[Avigail Max]

Hi, 

I'm wondering if there's a way to see which email an issue came in through. I see you can add multiple emails for issues to be created from, now my question is, is there anyway on the issue side (maybe a JQL search)to see which in house email it was sent to? 

I want to differentiate clients based off of the email they used to create a ticket from in our JSM project. 

thanks in Advance!

[Humberto Gomes · Accepted solution]

Hi, 

Have you considered dedicating a Request Type to each email? You can use this field for filtering, dashboards, and more.

How This Would Work:
Each incoming email address would be linked to a specific Request Type in JSM.
You can then filter tickets using JQL, dashboards, or reports based on the Request Type.

Steps to Implement:
Create Separate Request Types

• Go to Project settings > Request types
• Add a new request type for each email (e.g., "Support Request - Email1", "Support Request - Email2").

Configure Email-to-Request Type Mapping

• Set up different incoming email addresses in Project settings > Email requests.
• Assign each email to a specific request type.

Use JQL to Differentiate Tickets

Once this is set up, you can filter tickets like:
"Request Type" = "Support Request - Email1"
This allows you to easily see which tickets came from which email.

Pros & Cons of This Approach

Pros:

Simple to implement.
No need for custom fields or automation rules.
Works natively with JQL and dashboards.

Cons:

Requires setting up multiple request types (can get messy if there are many emails).
If request types are used for other purposes, this could complicate workflows.

Would this approach work for your setup?

[Avigail Max]

Yes! that actually would work! didn't think to take that approach. Thank you so much for the insight, going to try that out!