Automating JIRA ticket status update from emails ?!

Question

Hi,

I am trying to understand how to achieve the below, there are 3 parties in this ticketing.

End customer, Our company, and Field engineer (from another company)

1) End customer creates ticket, our company receives ticket

2) Our company does initial checks, and if not solved, creates a sub-task (the sub-task should send an email to the Field Engineer, NOT the customer)

3) Once the Field engineer updates the ticket, our company receives an email which  should update our JIRA sub-task (created in Step 2)

Thank You

Jack Brickey_h10pa4 · Answer

If you wish to keep the field engineer's input/comments inaccessible to the end customer then you should set up the field engineer to be a collaborator. Basically that means they will have browse and comment capabilities but not be an agent. of course this means that the field engineer cannot own the issue or subtask and cannot therefore transition it. The other option would be to create a completely separate project for the field engineer. Then create a link issue rather than a sub task of the original issue. You can use automation to keep the two in sync as you see fit. If this doesn't make sense or you need more information please let me know.