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Configure more than one email channels in a project

Hello, We would like to know if we can configure more than one email channels for one service desk project.

This is because we would like to create three channels to attend issues in the same project.

Regards.

5 answers

1 accepted

1 vote
Answer accepted
Brant Schroeder Community Leader Dec 15, 2017

You are only allowed to have a single email address (Channel) associated with a each service desk.  You can however have use email aliases to point to the service desk email allowing you to have multiple email addresses.  

For example you might have a service desk configured to use email@servicedesk.com and then point two aliases emailalias1@servicedesk.com and emailalias2@servicedesk.com to email@servicedesk.com.  This is what we do and is the only work around at this time.

Thanks for the response,

How can we create and then configure and match each email alias with an specific customer request type, and respond the customers with the appropriate email alias.

Is possible to do it?

Regards.

Brant Schroeder Community Leader Dec 15, 2017

When the email requests come in via the alias, the alias is attached as a request participant.  We then use automation rules to apply a component placing it in the proper queue.  All emails go out through the same address but when the user responds the JIRA email handler is able to match them into the proper service desk.

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Dear Brant,

Thanks a lot.

I have solved my problem following your suggestions.

Regards :)

I have an adittional question, if I add a comment, the email go out through email@bookingmotor.com, then when the customer responses the email, Jira match that email with the created issue, is it right?

Brant Schroeder Community Leader Dec 18, 2017

Yes, JIRA will match it up once it is pulled from the other email address and processed.

Jack Community Leader Dec 18, 2017

as long as the issue key is in the subject it will match and add the comment from the body of the email. So as long as the subject isn't edited you should be good.

Is it possible to set the email go out through the alias?,  customers may understand that next time could open a new case emailing to the main adress.

Regards

Currently, I got realized that the only email that goes out is the main email.

Now I have another issue, I have set the alias and made the automation rules, the first day was OK, but now I see, that each time someone opens a case through the alias email, in the ticket there is no one on request participant, so it affect to the automation rule. is it any configuration do I have to check?

Regards.

Brant Schroeder Community Leader Dec 19, 2017

That does not sound like a JIRA issue.  It sounds like they are forwarding the email address and not configuring it as an alias.  I would work with the individual who configured the alias to see how it is sending.  

I talked to the person who made the alias and he told me the set is ok.

Then I made some tests and I have realized that everything is right if I create the ticket from my agent email (that email is registered as an agent administrator in ServiceDesk), the alias is put automatically as a request participant.

On the other hand, if I create a ticket through another email (my personal email in Hotmail for instance), the ticket is created but the alias is not added as a request participant.

Do you think it could be affected by a default rule on ServiceDesk?

Regards.

Brant Schroeder Community Leader Dec 21, 2017

In the administration portion of the Service Desk please navigate to customer permissions and let me know what "Who can customers share requests with?" is set to.  I think that is the issue.  It needs to be Any Customer..... or Any Customer or Organization....

Hi!! 

Sorry for not respond, these days I have been on vacations, I hope you spent a Merry Christmass and a Happy new year.

Well, I checked this out and that feature is set to "Other clients in your organization"

Regards

Brant Schroeder Community Leader Jan 04, 2018

If you set it to any of the other two options then it should work.

Yes!! I have changed the options, then it worked.

Thanks a lot, dude!!!

Hello !

We are just testing Jira and one important point is, that we have diffrent eMail-adresses (more than 10!) that need to be in defined queues.

Know I read this discussion and I will test it. But I can't find, where I must set the queue in the automation rules. Can you show me a example?

Best regards

Klaus

We setup our aliases so that they come in with the regular email address and are added to the issue as a request participant.  We then use an automation that triggers on create.  When a request participant of the specific email alias is found we then either apply a request type or on service desks with lots of email addresses we use components and update the issue to have the proper component.  Our queues are written to filter on component so the issues go to the correct queue.

Like Olli Suokas likes this

@Brant Schroeder How can I achieve this:

"We setup our aliases so that they come in with the regular email address and are added to the issue as a request participant."

To be clear, this is the scenario:

1. Customer sends email to mailbox2@mail.com 
2. mailbox2@mail.com is an alias address for mailbox1@mail.com
3. The email goes to the Inbox of mailbox1@mail.com 
4. JIRA Service Desk checks the inbox of mailbox1 and creates an issue from the email
5. mailbox2@mail.com is added as a participant in the created issue

How exactly is this done? I have a mailbox configured to our JSD project and its working great but If I add an alias address to it, the mail just goes to the inbox and gets created without participants?

Is there something that I have to do in my mail server's configuration?
I've been searching for the answer all day based on this thread and I can't seem to find the solution and its killing me.

Brant Schroeder Community Leader Jan 30, 2019

Sorry for the delay this is what we are doing:

  1. There is a Shared Mailbox (email1@email.com) that is enabled as a service account (i.e. AD user object is not disabled). This is what Jira checks via IMAP.
  2. There is a Shared Mailbox (email2@email.com). This account uses an Exchange forward, not an inbox redirect rule, to send mail to email1@email.com.  This is how almost all email is delivered to Jira via the email2@email.com email address.

Ok thanks, that's not an alias address, that is just an email forwarding rule from one mailbox to another.

So all in all, if I have 10 mailboxes and another mailbox for JIRA Service Desk, I would create forwarding rules to each of the ten mailboxes and then I could use the Participant added -automation?

I've tested the scenario you described above with two GMail accounts and mail forwarding is the answer here, mailbox alias address would not work with JIRA since alias address overwrites the original recipient mailbox address when the email arrives.

1 vote
Jack Community Leader Dec 15, 2017

With cloud you can actually have two emails. Atlassian provides one project@urcompany.atlassian.net and you can define one of your own, e.g. helpdesk@urcompany.com. While I have not done so you should be able to assign each email to a different request type.

Dear Jack

Thanks for the response, I forgot to mention that I am working with the software.

Regards

Team,

 

Thanks for sharing this information. Is there any chance someone could provide a more detailed setup on what the automation rule looks like? I'd like to use this approach but unsure how to set up the rules

 

-Tony

Brant Schroeder Community Leader Jan 14, 2019

Our aliases come in as a request participant on the email request.  We just use the following to capture it and then add a component for the proper queue.  automation.PNG

Like Jakob Moll likes this

Excellent, thank you very much!

Where is that workflow builder located as shown in the attached image?

Brant Schroeder Community Leader Oct 07, 2019

Aarron,

 If you edit the workflow you can do so in text or diagram mode.  Just change it to diagram.

Thanks
Brant

That's the issue workflow editor? Or it's a workflow editor that appears once I map an IMAP server?

Brant Schroeder Community Leader Oct 07, 2019

It is the workflow editor for the workflow associated with that particular issue.

It doesn't look like a workflow editor i have ever seen but will go with your direction. Is that the workflow editor for the NEW projects rather than the classic projects?

Thanks again.

Brant Schroeder Community Leader Oct 07, 2019

Aarron,

  Sorry I apologize I did not look at the image well enough.  It is not a workflow editor at all.  The image above is a screenshot of the automation editor.  On the service desk you can setup automations and that is what is being displayed in that image.  Sorry for the confusion.  Some more information about automations here: https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-rules-to-automate-repetitive-tasks/

Ah. No worries! Thanks for clarifying!

So i have my automation set up as you described however the Issue Match on Request Participants fails. If I input the same exact JQL into search, results are returned as expected for the request participant. What am I missing?

 

image.pngimage.png

I have exactly the same issue in Jira Servicedesk Cloud.

Is this a bug ? 

So  i have my automation set up as you described however the Issue Match on Request Participants fails. If I input the same exact JQL into search, results are returned as expected for the request participant. What am I missing?

@Brant Schroeder Forgive my dumbness, but your excellent flow above is exactly what I want, but when I update the value for the ' Request participants' to use the email being forwarded, it remaps it to a new value (a big odd hash), however the automation tool allows it. 

Unfortunately, the component condition doesn't seem to trigger. Is the value in the 'in' field supposed to be a different data type ? Without disclosing it above, can you tell me what type of value is allowed there ?

I'm soooo close ! However, I can't get the automation to 'match' the 'Request Participant' email address I'm specifying. It auto-populates the big 'qm' value, but won't accept the literal string. Am I missing something ?

@Andrew Hatch Were you able to find a fix for your issue? I'm coming across the same exact scenario!

I did ! The issue I had is that the the QM/hash value only appears with emails that have been seen within the system. So it was dumb, but just send an 'invite user' to that generic email forwarding account and I could select it. 

 

It's crazy annoying that I can't clearly see or label that ridiculous hash, but I can usually figure it out contextually in some of the other conditions I have set up.

Thank you, that's very helpful!

@Brant Schroeder "When the email requests come in via the alias, the alias is attached as a request participant". Is this be defaults or will I need to modify my mail handler settings to make this happen?

Brant Schroeder Community Leader Aug 01, 2019

This happens by default for us because of how we have the alias associated with the email address in O365.  I would assume that if you get the address to Jira via the email it will automatically add it.  

Hi Christopher, see my reply from January (few posts above). An alias address is not added as a participant but another email address is which forwards the original email to the one attached to your JSD project.

Thank you Brant and Olli!

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