Automation for Jira created ticket get different email answer

[Urmo Luts]

Hi

Is it possible to create automation into jira service management project that when user create ticket from email @Kalle.ee it will get internal email answer but if ticket is created from all another email address. then answer will be something els?

Is it possible and then how?

[Alex Koxaras _Relational_]

Hi @Urmo Luts 

I think that you could achieve that if:

• You close the customer notification about issue creation
• Edit the workflow of all issue types which are associated with the request types, and add a post function to send an email according to who is creating the request.

However I find the above solution troublesome. May I ask why you want to have different reply emails? Perhaps knowing that could help us suggest you something better.

[Urmo Luts]

This need come up because same Helpdesk is used for company users and client from street. For Company users we dont need some long issue creation notification but other users need more information what now happens after ticket is created. 

[Alex Koxaras _Relational_]

Maybe then a different service desk could solve your problem. Separate company users from customers.