How can the e-mail processing of a reply from the external ticket system be carried out?

Question

Hello,

currently we are looking at the possibility to use Jira Service Management in the Data Center Version.
On the topic of email processing, we are looking at the requirement of processing a reply from foreign ticket system. If there is an interface to a foreign ticket system, then replies, e.g. to status changes from the foreign ticket system, must also become part of the ticket history.
How can an interface to the external ticket system be configured and implemented, or how is this to be implemented in general?

Thanks in advance.

Morten Dieckmann-Keden · Answer

Hello @Benjamin ,

sorry for the late reply. This Article is not that helpful and what I meant, sorry for the unclear question.

It has more to do with the e-mail processing of a reply from a foreign ticket system.
If there is an interface to a third party ticket system, for example, replies to status changes from the third party ticket system must also become part of the ticket history.

many thanks in advance

Morten Dieckmann-Keden · Answer

Hello,

sorry for the late reply. This Article is not that helpful and what I meant, sorry for the unclear question.

It has more to do with the e-mail processing of a reply from a foreign ticket system.
If there is an interface to a third party ticket system, for example, replies to status changes from the third party ticket system must also become part of the ticket history.

many thanks in advance

Benjamin_tmh9yg · Answer

Hi @Morten Dieckmann-Keden ,

Here's the documentation on how to setup the integration for your service management:

https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html

Once it's setup, e-mails and their replies will be process by JSM. If there are any issues, the JSM has an audit feature to explain the possible issue if there's something wrong with the e-mail or setup.

-Ben