Assign project based on requester's email domain

[Serge Adam]

We are looking at implementing JSM. It needs to work for both our MSP business and our internal needs.

Internal tickets are confidential. I have set up 2 projects (internal and MSP). I need a way to send emailed requests to the correct project based on the requestor's email domain. Essentially, any emails from our domain goes to the Internal project, and everything else goes to the MSP project. 

We want to avoid 2 different support email addresses.

We are working with the free version right now, but would likely upgrade to a paid plan later on.

Can this be done?

[Mikael Sandberg]

Hi @Serge Adam,

Welcome to Atlassian Community!

It can be done using automation, but you may run into the run limits pretty fast depending on how many requests you get on a monthly basis. 

If you do the automation route all requests would be routed to a single project, and then from there the automation would copy the request over to the right project depending on the domain. 

Each JSM project have their own unique email address for incoming requests, so I would use that instead, internal users have a single email address that they use, and external users have theirs. That way you do not have to deal with using automation and update it if you need to add new users/domains.

[Mikael Sandberg]

Another option if you want to use a single project for everything would be to use issue security. You would still have to use automation to set the issue security, but you would not have to copy the requests to other projects. With issue security you can lock it down so users only have access to requests that belongs to their organization.

[Serge Adam]

How do you extract the domain, and how do you move to a different project? I've been looking at the automation and can't seem to figure that out.

[Serge Adam]

Unless I can have exception security, that would not work. I'm the only one with overarching access, all my other techs need access to every orgs except the internal one.

[Mikael Sandberg]

You basically have to look at the reporter's email address and then based on that use if/else condition to copy the issue to the right project. Note that you would have to do the copy in two steps, the first would create the issue in the new project and then you add the fields you want from the triggering issue to it. Once the issue is created then you can use the Most recently created issue branch and set the request type.

Regarding the issue security, it can be set up so your agents have access to everything except internal ones. I have a similar set up in our HR project. All agents have access to onboarding/off-boarding requests, but for all other requests it is only HR that have access to them. You can do this by using two security levels, general being the default one, and then for the internal ones just set the level to internal. This internal level would be more strict then the general one.