I have a new JIRA ServiceDesk project and I have two teams that should receive the tickets based on the email address it was sent to (for example: firstname.lastname@example.org goes to one group, email@example.com goes to another group).
I have never seen that be successful. Please share where you read about this being successful. Success of that aside, for automation to work you’re gonna need to be able to access the email address. So you gonna need to figure out where that address can be found. When you’re working with the single email address that Jira service management uses you can check using JQL if the request came in through the email channel.
Without understanding the solution for the incoming email address it’s hard for me to come up with a automation solution. However I can say that if you can access the email through some custom field or otherwise then you can certainly use the JQL query condition Automation to allow you to sign the issue to the proper person
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