Jira potentialities

Question

Hi !!

My company is wondering if Jira could be good for us. We are exploring Jira potentialities. We want to know if Jira can:

1) Close a ticket from the email without logging into the portal, adding any tags to the text.

2) Adding screenshot in the text of an email and not in the attach section.

Thanks a Lot

Sidney

Andy Brook · Answer

What you ask can be done with addons, specifically ours :)   - Enterprise Mail Handler for JIRA (JEMH) for Server and Cloud supports a feature called Directives, this means you can 'drive' JRIA issue creation and update (including workflow transitions) by supply formatted email content (key/value pairs) in various ways, eg:

Body:

@workflow=close issue

Labels are just another issue attribute, similarly supported, eg:

@labels=this,that,something-else

Whilst the above shows Body directives, the Subject can also be used, but clearly the space is a problem, as well as the complexity of the line.

A further feature of JEMH is Aliases that allows you define a short cut to a possibly complex or difficult Directive, eg:

@done could be an Alias for the full expression: @labels=this,that,something-else

If you want to do clever things with email, JEMH probably has a feature for that.

noc aditinet · Answer

Hi,

Sorry but you answer is not too clearly.
I retry to explain you what we need:

Actually our ticketing system (not Jira) allow us to close any open ticket directly from our email client adding a simple sintax such as "#status closed". The system read and identify the sintax performing the command and closing the ticket. We need this too on Jira.

Furthermore, we need to be able to receive from our costumers images (such as screenshot) pasted in the body session of the email. Actually, when a costumer past screenshot in the body session of the email we receive the screenshot as attached and this is not good for us. We need to receive it as the client sent it.

Finally, we need to be able to add Labels directly from the email body without log in the portal. In our ticketing system we are able to do this typing the following sintax "#tags word1, word2". We need this too on jira.

I hope our request is now clear.

Best regards.

Moses Thomas_08kyb0 · Answer

@noc aditinet

* On Jira server,  you  can  configure  incoming mails  such that  when an  email is   sent to  you  help  desk  email lets say  (helpdesk@jira.com) Jira  will  automatically create ticket  and assign it to  a user and  you  can  add the  transition issue condition to  create transition to  push the issue   to closed  status.
* When email is  sent  to  your  help  desk  email lets say  (helpdesk@jira.com) with attachment  you  can  configure jira  to  create ticket with  this  attachment   attached to  it  and assigned it to  a   single user(let say  sevice desk) and you  can  add a distribution mail to this user account so  to  that  all  users  added to  the distribution list  email will  get  notification.

best!