Hi guys, I am not sure if this is a jira related issue or maybe just an issue with the way we have set up our escalation chain.
Let me explain what happens
Our agents have to link up 100s of these tickets on a weekly basis and we would really like to get rid of this behaviour. Maybe someone can assist me with a tool within Jira to assist? Or any other advice would do.
You will need to find or write an add-on that provides a new email handler, one that can recognise and process the remote system's key. Jira can only work with its own keys, it can't understand some other system's arbitrary keys.
The other option is change the way your helpdesk works so that it includes the Jira issue key in the subject when there are updates.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event