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automatic ticket opening

Marijana Nikolic

Hello,

Is automatic ticket opening possible?

Can you help me with this?

What is important is that I do not know the users in advance and I cannot tell them to create tickets on the portal. Users contact us via email.

Please help, I'm stuck here.

Thanks,

Marijana

Accepted answers

All comments

Nic Brough -Adaptavist-

Yes, there are lots of ways to automate the creation of issues (or requests if you're using Service Manangement)

What do you want to trigger the creation of your automated issues/requests? Is it just incoming email?

Marijana Nikolic

Hi Nic,

Thank you for your fast reply.

Yes, it is just incoming email.

Nic Brough -Adaptavist-

Ok, great, best thing you can do is set up an incoming email channel for them - this does all the work of "email arrives, create a request (and issue behind it)" from it in JSM. See https://confluence.atlassian.com/servicemanagementserver/managing-the-email-channel-939926306.html

If you're not using Service Management, then you don't have channels, but you can use "email handlers" to process incoming emails into issues.

Marijana Nikolic

@Nic Brough -Adaptavist- can you please send me a screenshot or step by step?

https://confluence.atlassian.com/servicemanagementserver/managing-the-email-channel-939926306.html This leads me to email handlers and that’s where we got to the step where we have a default user, I can't check the Create User option.

I should receive emails at support@agremo.com image (1).png

or is there an option to put some of these emails in my support@agremo.com group and it works normally, I think it opens my tickets and my users receive my answers?

Kind regards,

Marijana

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