Suspend requests from non-customers

Ricardo Nunes_gi1scw

We're migrating from Zendesk to Jira Service Management.

In Zendesk there is a function that suspends requests sent by e-mail from senders who are not customers.
It creates a request object but leaves it suspended, until I manually analyze whether it is valid or not.

How can I do this in Jira Service Management?
Ex:
Requests that came from customers are open normally.
But requests that came from non-customers are suspended.

In my Jira current settings, messages from non-customers are not even received. They are still blocked by the e-mail service.

 

Jack Brickey

Hi Ricardo,

This is an interesting scenario. So JSM doesn't really have this handled 'cleanly' IMO. Let me explain further and offer a solution (?).

So you can set up a JSM project to be open, allowing anyone sending in an email to log an issue but it doesn't flag these in a manner that would then allow you to know to go inspect and see if you need to deactivate/block the user or accept them. The other option is to only allow customers to email request in if they are already a customer and your agents need to manage this. :-(

However, your post got me to thinking about how to use Automation to help flag new customers. With some trial and error and the help of another Community Leader ( @Dirk Ronsmans ) I was able to get something interesting to work. I'm going to turn this into an article in the Community as I think others could certainly benefit from the idea. However, below is a sneak peak. Hope it helps.

Before consuming note that the capture isn't precisely what you want as I was doing this in a manner that allows me to test out the idea. Specifically, you would replace the trigger with "Issue created", the JQL in the first Lookup issues action with reporter = {{issue.reporter}}, and finally the last action might be replaced with setting some filed which I will explain momentarily.

 

Idea: Setup your project to be "open" but inspect the reporter of newly created issues to determine if they are new customers and take the desired/appropriate action.

The trick: leverage Automation to trigger on new issues and then using "Lookup issues" automation function assess how many issues the reporter has created. If more than 1 (since the current issue needs to be counted) then 'flag' the current issue so that an agent can take whatever action necessary.

Final action: Ultimately you want your agents to inspect each issue from new customers. To do this you can consider creating a special queue "New Customer" and to distinguish issues for this queue you need to somehow flag them. Personally, I think Labels would be an acceptable solution however, you could use any number of ways, e.g. comment, custom field, etc. You might want to use a custom single select field as follows:

1. automation sets the field to "Requested"
2. agent inspects and decides to reject the customer request so changes it to "Rejected", or decides to approve the customer and adds "Approved"