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Create requests to Service Desk -> Switch to Issues for dev

Obyis Obyis

Hello,

I'm a new user of Jira Service Desk and we're currently testing this product in order to replace Redmine and OTRS, and buy Jira.

I need some help about the Service Desk. I set the mail handler for creating issues in a new Service Desk project named "HelpDesk".

I want that someone from the support team:

Checks the project HelpDesk when we receive requests from mails.
Assigns the ticket to a Dev
Switches or maps that request to a Dev issue.
Sets it as resolved after
Switches again to HelpDesk
Support team checks if it's really resolved
Send a mail to the client saying that's resolved.
Close the request

The client should not see all the issue/request updates. I saw in the HelpDesk, we can reply to the client but nothing happen even if my SMTP server is working.

Is there a way to do that ?

Thanks.

Accepted answers

Obyis Obyis

Thanks for the reply, I'll check it

All comments

Obyis Obyis

Hello,

Furthermore, is it possible to send notification such as an email with the attachment into the mail to customers when an attachment is joined to the request ?

Thanks

unknown

Sounds like you need to log a support issue with Atlassian, this forum is mostly full of users and developers. You'll get opinions here, rather than Atlassian support.

unknown

I dont think the default mail handlers will include attachments. JEMH (an extension mail handler for JIRA) does have ability to include attachments in outbound notifications, but its not free. I wuold think you need to get the core of your setup running before considering that.

Obyis Obyis

Thanks for the reply, I'll check it

Obyis Obyis

Thanks Andy ! I'll post an issue asap.

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