Create requests to Service Desk -> Switch to Issues for dev

[Obyis Obyis]

Hello,

I'm a new user of Jira Service Desk and we're currently testing this product in order to replace Redmine and OTRS, and buy Jira.

I need some help about the Service Desk. I set the mail handler for creating issues in a new Service Desk project named "HelpDesk".

I want that someone from the support team:

1. Checks the project HelpDesk when we receive requests from mails.
2. Assigns the ticket to a Dev
3. Switches or maps that request to a Dev issue.
4. Sets it as resolved after
5. Switches again to HelpDesk
6. Support team checks if it's really resolved
7. Send a mail to the client saying that's resolved.
8. Close the request

The client should not see all the issue/request updates. I saw in the HelpDesk, we can reply to the client but nothing happen even if my SMTP server is working.

Is there a way to do that ?

Thanks.

[Obyis Obyis · Accepted solution]

Thanks for the reply, I'll check it

[Obyis Obyis]

Thanks Andy ! I'll post an issue asap.

[Deleted user]

Sounds like you need to log a support issue with Atlassian, this forum is mostly full of users and developers. You'll get opinions here, rather than Atlassian support.

[Obyis Obyis]

Hello,

Furthermore, is it possible to send notification such as an email with the attachment into the mail to customers when an attachment is joined to the request ?

Thanks

[Deleted user]

I dont think the default mail handlers will include attachments. JEMH (an extension mail handler for JIRA) does have ability to include attachments in outbound notifications, but its not free. I wuold think you need to get the core of your setup running before considering that.