Different email address for queue

[Rokas]

Hi,

Trying to solve one automation brain teaser. 

We would like to use additional email address for incoming tickets and automatically assign them to another queue. Maybe someone already did that or knows how to do it? I couldn't find any triggers related to incoming mail servers and etc. 

[Lisa Forstberg · Accepted solution]

Hi @Rokas 

When you say "queue" do you mean the queues in Jira service management? 

One way to solve it is to connect different request types to different email accounts in your project settings

In the example below we have two connected email accounts - the atlassian standard one and an Microsoft outlook account.  They are using the same request type but I can change so one of them use a different request type

If you do that you can build queues based on request type.

best of luck

/Lisa

[Walter Buggenhout · Accepted solution]

Hi @Rokas,

If I understand correctly, you would like to track tickets raised by email in a separate queue. While I am not sure why you would want to do that, here are the things you need:

1. Set up an email channel so customers can raise tickets by sending email.
2. You will notice that you will need a separate request type for your email channel. All tickets raised via email will be of that type and it will not be available through the customer portal.
3. Set up a queue for your email tickets, using the request type you associated with your email channel as criteria for your queue's filter.

Hope this helps!

[Rokas]

Thank you for your ideas, request types solves this problems.