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

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:

  1. Checks the project HelpDesk when we receive requests from mails.
  2. Assigns the ticket to a Dev
  3. Switches or maps that request to a Dev issue.
  4. Sets it as resolved after
  5. Switches again to HelpDesk
  6. Support team checks if it's really resolved
  7. Send a mail to the client saying that's resolved.
  8. 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.

4 answers

1 accepted

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Thanks for the reply, I'll check it

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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

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.

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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.

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Thanks Andy ! I'll post an issue asap.

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