Create a JSM ticket based on Fresh Service ticket

Drew Nedderman

I'm a JSM admin with multiple external clients. One of the clients uses Fresh Service to receive help tickets from their users, then sends the tickets to my JSM email address. I need to be able to do the following:

1. Create a ticket in Fresh Service
2. FS Agent assigns a group to the ticket
3. FS Automator listens for the above assignment and sends an email with ticket summary and description to my Jira email address
4. Above email creates a ticket in my JSM project.

Right now, the first three steps work, but when the email hits Jira, it's rejected as an auto-reply email.

 

How can I get around this? I don't have a way to manipulate the email headers before they pass to Jira.

Is there an integration that could do this that I haven't thought of?

Geoff Mether _Togetha Group_

Hi @Drew Nedderman 

I suggest taking a look at Add domains to the allowlist

And also Receive requests from an email address

 

Good luck!

Geoff