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.
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@example.com and then point two aliases firstname.lastname@example.org and email@example.com to firstname.lastname@example.org. This is what we do and is the only work around at this time.
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.
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?
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?
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....
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?
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.
@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 email@example.com
2. firstname.lastname@example.org is an alias address for email@example.com
3. The email goes to the Inbox of firstname.lastname@example.org
4. JIRA Service Desk checks the inbox of mailbox1 and creates an issue from the email
5. email@example.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.
Sorry for the delay this is what we are doing:
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?
With cloud you can actually have two emails. Atlassian provides one firstname.lastname@example.org and you can define one of your own, e.g. email@example.com. While I have not done so you should be able to assign each email to a different request type.
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/
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 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.
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