Hi all,
You can add a (project+issuetype, jira-email-alias) with a Email Handler. But you lost the avantage to communicate only one E-mail to your users. Besides, it's not possible to make issuetype mapping by parsing the subject of the mail (or use keyword in the subject, like "[bug]").
In order to keep one E-mail, I would like to create a issuetype for Email Handler, which cannot be selected by users (by clicking on the big blue button "new Issue"). When you create an Email handler, you have to choose a project and an issuetype, AND the issuetype has to be bind to the project. So this issuetype will be seen and selectable in issue creation screen.
Here is the procedure I used to solve my problem :
- Create a issuetype "Email" with a simple workflow (only one state)
- Add this issuetype for the project you want ("Support" project for exemple)
- Create your email handler to create a issue in "Support" / "Email"
- Remove the "Email" issuetype from the project "Support" => user will not be able to create "Email" issue
Now, when a Email is sent, a "Email" issue is created in "Support" project. Your agents can move this issue to qualify the issue (move the issue to "Bug" for exemple). In fact, you cannot change the issuetype of an issue, without moving it, if the two issuetype doesn't use the same workflow.
If you don't want your agent to "move" the issue, you can add the "Email" issuetype to the most commun issuetype you use ("Bug" for exemple) and add a loop transition (new-->new) with a Screen to change the issuetype.
I guess this use case could be implemented in Email handler in an other way, using email queue, so that agents can put requests in the good project / issuetype.
Is there a other/cleaner solution for my usecase ?
Thank you,
Patrick
