long term we´be been using one e-mail adress for our clients let it for example be email@example.com. When we receive new request, support team checks the e-mail and passes it to the relevant team that is responsible for service.
We´ve moved from our old service desk to JSM. Recent days I´ve been trying to figure out how to have one central e-mail adress for multiple Service Desk projects. Below I share my use case I wish to achieve.
1) Client sends new e-mail to firstname.lastname@example.org. Issue is created.
2) Support team checks the request and passes it to the relevant team responsible for the service with Move issue -> relevant JSM project. Ticket gets ID for example HAPPY-1.
3) Another client sends another request and gets ticket with ID SAD-2.
4) Now when either of clients sends email to email@example.com and Jira sees HAPPY-1 or SAD-2 then it processes e-mails by adding commentary to the relevant ticket.
In short I don´t want to have special e-mail adress for every JSM project. It is desired to have one e-mail adress for outgoing and incoming support e-mails while we can cluster requests to specific JSM projects and not have everything in one project.
Hello @Dominik Březina
Thank you for reaching out.
Unfortunately, it is not possible today to set a centralized incoming email address for multiple JSM projects. We have the following feature requests to consider this possibility in future releases:
Feel free to vote and watch those suggestions to increase their priority and receive notifications about any updates.
Considering the scenario you have, there are a few options you can use to better communicate the issue movement or even avoid it. These are a few approaches:
Let us know if you have any questions.