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.
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?
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.
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.
Dear Jack
Thanks for the response, I forgot to mention that I am working with the software.
Regards
Dear Brant,
Thanks a lot.
I have solved my problem following your suggestions.
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
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.
Excellent, thank you very much!
@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.
@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?
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!
i
Hello there
I'm encountering a bit of an issue... hopefully someone can tell me what I'm messing up.
Any ideas? Thanks in advance.
Atlassian has enabled SPF checks for Servicedesk Email which completely breaks this suggested solution
https://community.atlassian.com/t5/Jira-discussions/Additional-SPF-validation-being-added-to-incoming-mail-in-Jira/td-p/1432137#M11592
Any idea how to fix this ?
Hey all,
I am a Product Manager on the Jira Service Management team. As this is a strong candidate for our roadmap, I would love to speak to some of you on your needs and the specific use cases behind multiple email addresses. Your input and time will help us better create a feature that serves you!
Please do not hesitate to reach out to me at szhang4@atlassian.com so that we can set up a time for us to speak.
Look forward to hearing from you.
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