We use JIRA Service Desk, but don't use the email functionality.
I'd like to use JEMH for system integration purposes (Issues created by a customer system)
How do I resolve the permission conflicts (Customer Portal vs. customer system)?
Hi Peter,
> I'd like to use JEMH for system integration purposes (Issues created by a customer system)
Yep. JEMH has many capabilities for ingesting remote system mails, threading followups, extracting content for storage in custom fields, translating foreign supplied values into 'JIRA' equivalent values, #allthethings !
> How do I resolve the permission conflicts (Customer Portal vs. customer system)?
One must be careful with permissions, review the following, compare with JEMH 'configuration' that could affect fields (eg assignee):
JSD will 'veto' your JIRA permission scheme where it is enabled, for specific operations. This is intentional and is not something JEMH can work around.
If your remote participants are JSD portal users or JIRA users
What we have found is that if you are careful with configuration and avoid specific actions like setting an assignee (leaving JIRA to 'fill in the blanks') this seems to work nicely with project default assignee, and I think, component assignee (when the sender of a mail is a JIRA account holder (regardless of type) they are used as the context for issue creation, and all related settings, including, configuration driven assignees - something that JSD v2 Agents are only permitted to do.
If your remote participants are email only users, the JEMH default user can be added into the related project Agent role, then, all expected configuration will work just fine.
Currently, we plan to assign the remote participants as JIRA users. New tickets will be unassigned upon creation. The JSD Mail Handler will be disabled. For us it is important that the Service Desk notifications are handled the same way by JEMH as with the Standard JIRA Mail Handler. Do you see any conflicts?
> Currently, we plan to assign the remote participants as JIRA users. New tickets will be unassigned upon creation. The JSD Mail Handler will be disabled. This means (a) JEMH will auto create users in some way, or (b) that JEMH will treat these users as email only? > For us it is important that the Service Desk notifications are handled the same way by JEMH as with the Standard JIRA Mail Handler. If users are created by JEMH (and they are given group memberships that appear in the Project 'Customer' Role) then they can be notified by JSD. If you want to use JEMH email-only user support, it wont be possible to drive notifications to them from JSD, but, JEMH can create notifications specifically for just email users. The definitions of the mail content for JSD are defined within JSD (its an addon). JEMH definitions are not currently replicating its look and feel, though this is planned for future.
The primary use case for JEMH is creating complete JIRA issues out of incoming emails. There will be only one remote user per customer project that will be handled by JEMH. I thought of creating this specific user manually. It is very likely that this user is email - only, i.e. that it will never create issues via the JSD customer portal, but that it has the permission to do so. I'd prefer to work with the JSD notifications after having created the issue. Is this possible? You write that the users have to be created by JEMH. Is this a pre-requisite in order to use JEMH together with JSD properly?
It looks like you're new here. Sign in or register to get started.
