Different Mail Handlers for different Request Types

[Dreymann_ Thomas]

Hi @AlL,

I would like to cover 2 different scenarios with emails in one JSM project:

1. email as incident and
2. email as a change request

Emails as incidents works very well so far, but it is not clear to me how I can create a second possibility to receive changes that comes via mail as change requests in JSM at the same time.

I hope that someone has already developed such a solution.

Best Regards
Thomas

[Sebastian Krzewiński · Accepted solution]

Hi @Dreymann_ Thomas 

In single JSM project you can set only one mail handler. If you want to have more you need to use app for that (e.g. Email this issue). 

Other idea that came to my mind is to use automation and edit issue type when rule recognise that this is change request (important info - workflow for incidents and change request must be the same).

Regards,

Seba

[Dreymann_ Thomas]

Hi @Sebastian Krzewiński ,

yes, that's exactly how we have implemented it at the moment, but we generate garbage data and have incidents, for example, which we then cancel and move to change requests.

It's not the best solution.

Regards
Thomas