Allow support to set priority on bugs

[Eric Herr]

We are using JIRA Agile Ondemand and I can't seem to find the answer to my question. We have an internal support team that fields all calls from our customers. When a call comes in they currently send an email to devdesk@mycompany.comwhich creates a JIRA ticket. This all works fine with the exception that support cannot assign a priority to the ticket and they all enter our backlog with a priority of "low"

I would like to have a more meaningful interface where they can fill out a form and have it auto populate the correct fields in JIRA. Is there a way to do this? I don't mind providing each member of Support with a personalized JIRA login but I am less inlcinded to let them enter tickets directly into JIRA. I want to limit their field input and exposure.

Guidance is appreciated.

Eric

[Mehmet Kazgan]

Eric,

Have you already looked into issue collector option in JIRA?

https://confluence.atlassian.com/display/JIRA/Using+the+Issue+Collector

https://confluence.atlassian.com/display/JIRA/Advanced+Use+of+the+JIRA+Issue+Collector