Creating a Customer support portal

[Ryan Chown]

I am attempting to create a Customer support portal that allows people to fill in / select issues and submit details. 

Based on the forms submitted, I would like to 

Assign tasks to a user group in a round robin
Trigger specific email replies based on submitted content from the customer
Set the priority of tasks 
Allow customer/submitter replies to reopen the issue 
Trigger emails to an overseer when an issue is unresolved for more than 48h

Generally looking for advice, as i got what i feel was 50% there then hit this fundamental issue 
"If you are talking about the JSM FORM field then Unfortunately, one cannot pull information directly from FORM's element in the CLOUD env at this time unless the field is mapped to Jira/JSM issue's field.  Therefore, you cannot use automation configuration without linking the form field to jira/JSM field."

I feel like this is the most basic way to set up, and yet i cant replicate what fresh desk did in 20 min

[Peter_DevSamurai]

Hi @Ryan Chown ,

Since you're a Premium plan, those above requirements can be achieved.

Regarding the form mapping issues, JSM forms must link fields to Jira issue fields (e.g., custom fields) for automation to access the data. Unmapped form elements are "display-only" and can't trigger rules. Once mapped, everything should work out. Bear with me with this set up:

1. Create the Portal & Form

• Project settings > Portal settings > Customize portal > Add request types (e.g., "Report Issue").
• For forms: Project settings > Forms > Create form > Add fields (e.g., dropdown for issue type, text for details).
• Map each field: In form builder, link to Jira fields (ex: custom select list for "Issue Category", summary/description for details). This makes data available for automation. :)
• Customers submit via portal (no login needed if public, or email-to-Jira).
  
  

2. Round-Robin Assignment

• Use automation: Project settings > Automation > Create rule.
  • Trigger: Issue created.
  • Action: Assign issue > Round robin > Select user group (ex: "Support Team").
    
    

3. Trigger Specific Email Replies

• Automation rule:
  • Trigger: Issue created or Comment added.
  • Condition: If/else on mapped field (ex: if Category = "Billing", then...).
  • Action: Send email > Custom template (use {{issue.summary}} for personalization).
• For consistency, use email templates in Project settings > Email.
  
  

4. Set Priority

• Automation:
  • Trigger: Issue created.
  • Condition: Based on form data (e.g., if Urgency = "High", set Priority = Major).
  • Action: Edit issue > Priority field.
    
    

5. Reopen on Customer Reply

• Built-in: Project settings > Workflow > Edit "Resolved" status > Add post-function or automation.
  • Automation rule: Trigger: Comment added > Condition: Comment from customer > Action: Transition issue to "In Progress".
    
    

6. Escalate Unresolved >48h

• Automation:
  • Trigger: Scheduled (daily).
  • JQL: status != Done AND updated < -48h
  • Action: Send email to overseer (ex: manager group) with details.

You can refer to the below links:

• JSM Portal Setup
• Forms Mapping
• Automation Examples

Hope everything works out for you!

Best,

Peter