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How to classify email requests from our customer to a more appropriate ITSM category?

Will email requests always result in a single type of request (thus a single ITSM category)? Therefore, what could be a dispatch routine in which the agent can manually define that such request, sent by email, corresponds to a certain ITSM category (incident, service request, change or problem)?

It seems to me that the email channel is always triggered for only one type of request, so a single category would be forcibly assigned to all email requests... how to deal with the possibility that multiple ITSM categories can be triggered by email, since do our customers not like the idea of ​​a portal for recording IT demands?

1 answer

3 votes
Lisa Grau Community Leader Nov 02, 2021

Hi @Eduardo Botelho , welcome to the Atlassian community!

You can use Jira automation to differentiate the email requests according to their issue summary for example.

Changing the request type is an action that Jira automation can handle (project administration -> Automation).

An alternative is to set up various email handlers with different email adresses in the Jira administration and assign different issue types.

Thanks @Lisa Grau thanks for the quick response!

Humm... something like {problems,incidents,changes}

So in "automations" Jira can handle this to different request types (so, possible different ITSM categories).

This seems to me to demand a lot from the client, to do this kind of classification and have email addresses to deal with in order to contact us.

Would automations be a single exit? Is there no way to have a scenario where a receptive team can interpret and assess the type of demand?

Sorry... "single exit" stands to "only way" to sounds better in english.

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