creating issues via e-mail messages

[Michaela Lacko-Vrabcová]

Hi,

We are testing Jira Service Desk and we have problems with setting e-mail as a channel that will automatically generates new task - we want anyone to send an e-mail (for now to helpdesk@emarksd.atlassian.net) and issue will be automatically created.

It looks like a easy taks but videos and articles available online are not very helpful, the environment looks different so we are lost.

Can you please help us?

[Tessa Tuteleers]

Hey Michaela,

First things first then, which environment are you working in? 

In Service desk, it should be as simple as adding a mail account, making sure you have a hidden request type on the portal for mail (just summary and description) and setting permissions right.

So I'm looking forward to hearing where you have trouble! 

Cheers

- Tessa

[Michaela Lacko-Vrabcová]

Hi Tessa,

Thank you for quick reply. We use win10.

We tried to solve our issue with help of this article (https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html)

Later on we want to use our own mail adresses, that are clients currently using (like client1@emark.sk, client2@emark.sk - i guess it will be separate project) but for now we want to start with something simple- to send and e-mail to pre-defined adress from jira -  support@emarksd.atlassian.net and see that issue with content from the mail is created as a task.

let me quote the article

Before you start

• Make sure you have the Administer Projects permission - done
• Enable public signup, or add customers to your service desk project to ensure that you receive new requests.
• We do not know where we can set public sign up and if we really need it - we just want the transform of all the emails send to specific adress into the issues, we do not want to use portal
• Set up a suitable request type with Summary and Description as required visible fields. Any other fields must be optional. - done
• Know which emails from your mail client will be processed. - I am not sure what does this mean, I guess in our case all of them

After additional trying, we finally managed to transform incoming mail into the task - which makes us very happy. Also, I could find the sender of the mail in customers, even thought we did not created him manually, wich is great because there are going to be many people that will send their request and we can not specify every single adress manually

Second bullet makes me still confused - that public signup stated in second bullet, I do not uderstand it - we do not want to use portal, how does it affect us?

Also, we tested that agend replied to task via SD - client got reply via e-mail succesfully. But after client replied to second mail again, no new notification appeared - just comment to previous issue. Can we somehow set notification even for comments like this or do we need to check issues manually?

Also, can we test trial SD with developers? I mean, I know that agend can ask for help developer (user of jira core) - but can we test some scenario with SD trial?

Also, we would like to test SD using our e-mail adress that are our clients currently using. we successfully connected them to our Jira server core (in incoming mail section) but it seems like there is problem with SD- "connect timed out". Do you have any idea where can be problem?

I am sorry that I have many question and surlyI will attend webinar tomorrow, I just wants to be sure I know the tool before we make purchase, I hope you understan :)

Thank you again,

BR,

Michalea

[Tessa Tuteleers]

Hi Michaela, 

so sorry for this late response. Seems like you figured it out on your own for the most part! 
My two cents on the rest: 

Public sign up

For the second bullet, public signup, this basically means that people who are not recognised in the system as a JIRA user can create issues in your SD. 

For you to reply to that, JIRA must keep the name and e-mail address of that person, and as such, a customer account must be created for that user. Public sign-up simply means that anyone can create a customer account in your JIRA for that particular SD project. This is unrelated to you using a portal. 

Customer portal

As for not using the portal, at this point in time, it cannot be turned off. An issue has been logged with Atlassian for this so if you want this feature, vote for it here. 

Notifications

To be notified on customer comments, there are a different possibilities, depending on the processes you use and what fits your team best. 

• Get notified on the comment: check the notification scheme that is linked to the SD project and make sure the assignee of the ticket (as a minimum) gets notified on comments. 
• Transitions: In most SD cases, a workflow transition will be triggered when any interaction with the customer occurs. This so the agent knows he needs to wait for the reply of a customer, and any running SLA's can be paused during that waiting time. This can be configured easily in the SD's own automation engine as. In the default OOTB ITSM SD, these configurations have been made already, so check out those configurations and workflows. 

Developers working in JSD

There are a few possibilities for SD agents and JIRA Software users to work together: 

• As you suggested, make your devs agents too, then they have all the acces they want to work on the tasks themselves. 
• Add the devs in the collaborator group for the JSD project, that way the can see the tasks and comment on them. However they won't be able to transition them or use the public comments - only agents can do that. 
• Let your agents create linked tickets in the projects of the devs, this way, your internal processes will be separated from your SD processes and everyone has their work where they want it, together in their own project. The included JSD automation engine can do wonders for creating links and syncs between those tickets, and there are a lot of apps available that can give even more functionality if needed (think Automation for JIRA or Exocet) 

Regarding the question about the mail address, I'm not sure, perhaps someone else here has some ideas about this though! 

Cheers

- Tessa