Set up customer support project with multiple emails and customer permission customization

[Pooja Joshi]

i have created a service management project for customer support and facing the following issues:

1. Unable to add multiple emails in email request configuration

2. The email added is part of a distribution list is it the reason for multiple requests getting generated in JIRA?

3. Restrict the responses/ replies to the tickets from coming back again as a new request i.e, multiple tickets are created for mail chain of same request

4. Automation rules limitations to be removed

I want to know what access is needed to complete the about settings as our automations limit is over for this month run from 5000 times.

[Trudy Claspill · Accepted solution]

Hello @Pooja Joshi 

Welcome to the Atlassian community.

Topic 1:

What steps are you executing to attempt to set up multiple emails?

Are you trying to add external emails or additional Atlassian-managed emails?

Can you provide a screen image of where you are trying to execute the steps?

In what way are you prevented from proceeding? Are you getting an error message? If so, what is the message?

Topic 2:

What are the circumstances when multiple tickets get created? Are they created with initial email, or are they getting created when a person replies-all to that email (not replying to a email notification from Jira)?

Topic 3:

If Jira receives an email that does not include an existing ticket ID in the email summary, then Jira will not know which issue to update.If people are replying to the original email thread, Jira does not automatically know they want to update an existing ticket.

Also, if the user that is sending the email is not a Request Participant in the created ticket, then they may not have permission to update the ticket, and their email would then be ignored or potentially generate a new ticket.

Topic 4:

You cannot remove the service limits imposed on Automation Rules. If you have too many executions, you need to either refine your automation rules so that they don't execute as often or you need to upgrade your subscription to Premium.

You can review this document for information on how usage is calculated which may help you figure out ways to refine your rules to execute less.

https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

[Pooja Joshi]

Topic 1: answer

we are trying to update the organization email id not JIRA default email id, we need 2 email ids to be associated with the email requests. no error is displayed but the adding option is not present after we add 1 email id.

Topic 2: answer

The issue is happening when customer replies to the email responses from customer support agent.

Topic 3: answer

user that is sending the email is not a Request Participant in the created ticket, their email is generated as a new ticket.

Topic 4: answer

we are looking for premium upgrade for some users only need a different approach to achieve the outcome

[Trudy Claspill]

Thank you for that additional information, @Pooja Joshi . Can you respond to these additional questions?

Topic 1:

Can you provide a screen image of where you are trying to execute the steps?

Topic 2 and 3 are related:

We need to clarify how the email received by the customer is being generated and sent, and how the reply is being directed back to your Jira instance.

• Is the email being generated by Jira as a result of the customer support agent adding a comment to the Jira issue?
• Is there an automated process in Jira that is generating the email and sending it, such as an Automation Rule?
• If the email is being generated by the Jira system, how is the recipients email getting added to it when the recipient is not in the Request Participants field?
• Alternately, is the customer support agent creating an email outside of Jira and sending it directly to the customer?
• If that is the case, how is an email address getting added to the customer's reply such that the reply is being directed to your Jira instance?

Understanding how the email is being generated and how the customer reply is getting directed back to your Jira instance will lead us to the questions we need to ask about the customer's access to your Jira instance.

Topic 4:

I'm not sure what advice you are seeking. Are you trying to reduce your Automation Rule executions to stay under the limit for your subscription? Are you looking for alternatives to implement the same functionality without using Automation Rules? The answer to both of those would require examination of each of your Automation Rules to understand the purpose of the rules, and to determine what options are available to reduce the executions of leverage alternative implementations.