We have two Service Desk projects. Each handle different requests. I was wondering if it was possible (preferably out of the box) to automatically move an Issue that is created based on the Summary line.
For example, lets say we have two SD projects. One called Hardware, the other called Software. If someone emails our email channel with 'Software support' in the subject, the automation detects 'software', and automatically moves it to the Software project. We only have one email address for our end users to reduce confusion on which service desk they need to contact.
I don't know if there is a add-on that will do this. We run six teams out of a single service desk and started off with multiple. They have distinct queues, components, SLAs, and workflows. We use email aliases to help filter and automate email requests. We use the portal as our main end point to ensure we get good information from the customer and so they can self service. Combining was not that hard and just took a little training.
Depending on your organizations structure that might not be the way to go but to move issues the agents have to be agents in both projects. So really the visibility is the same.
This is what we did. We had 5 different emails to consolidate into a new service desk. Each of the five emails is turned into an email alias and now points to our service desk email.
If an email is sent to email@example.com the alias rule ensures that the message goes to firstname.lastname@example.org but retains the email@example.com in the To: of the email.
When the service desk processes the email it adds the address as a request participant. We then have an automation rule that runs on issue created. It looks like this:
Issue Created -> If Issue Matches Request Participant in ("firstname.lastname@example.org") -> Then Edit Component. We also use Then Edit Request Type depending on the service desk and how they are adding issues to each queue.
We then filter on the component or issue type to ensure it is in the proper queue.
Hope this helps.
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