This depends on how you want to have it on your side. You can set up your project that will available for all users - even those who do not have the JSM license and Atlassian account. In your title it says multiple product support. You can tackle this by having different request types created for different products.
Sorry when I say multiple products(i mean our company product). Customer will send email to common email address example "support@blooomsbahrain.atlassian.net" asking for support request for product they are using . We have different support personnel with each product specialization - How to i automate assignee based on Some Field
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Hi @Blooms can you explain your requirement a bit more in detail? Right now it seems like you are mixing up Jira projects and User accounts (emails). What is the background behind your request? What do you try to achieve?
We are software company selling and support 4 different products worldwide. A support Team of 15 person manages the support and most of them handles 2 products.
We are evaluating JIRA ITSM for our Support desk Team(15 person). Currently We manage support Ticket manually via a single email address and a coordinator assigns Ticket individually based on product specialization.
We wanted to manage the automation of Ticket assignment via a common email address based on below. Is this achievable via single project
Product A ( Support Team Group1)
Product B( Support Team Group2)
Product C( Support Team Group3)
Product D( Support Team Group3)
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What criteria have so far been used to assign the person responsible when an entire team is in charge of a specific product? The utilization/workload of the individual employees will probably be used here. This will be somewhat difficult to implement since you would require these data to be available in Jira or accessable from Jira.
Apart from that:
If you use a separate support e-mail for each product, you could use the classic “Mail Handler” function of JSM and create a separate request type for each mailbox. This would have the advantage that you could easily define a default assignee.
Otherwise, if you absolutely want to continue working with a support mail, you could use automation rules to search for certain keywords in the text of the e-mail and thus perform an auto-assignment. e.g. using logics such as: If the word “product A” is in the email, assignee A is set. If the word “product B” is in the email, assignee B is set.
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