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Issue Creation using email

I am trying to create something similar to service desk so that my internal team can send emails and a ticket should be created automatically to JIRA assigning it to a user and adding appropriate details. Jira Confluence document is bit confusing. 

 

Any one who can guide me step wise is much appreciated. 

1 answer

0 votes

Hi Shaikh,

When it comes to internal users only, admins will have to add manually the users to the project on the People's page. To restrict the project to internal users, please go to Project settings > Customer permissions > Who can access the portal and send requests to XXXXX? > Customers my team adds to the project, this is to prevent that external customers have access to the request types.
For requests sent by email to be assigned to a specific agent, you must configure this on the request type:

Screenshot 2019-06-14_16-14-54.png

 

Screenshot 2019-06-14_16-15-12.png

Screenshot 2019-06-14_16-15-37.png

Screenshot 2019-06-14_16-15-53.png

Screenshot 2019-06-14_16-16-14.png


After setting this, when someone from the project creates a ticket through email, it will be automatically assigned to the agent you selected.

You mentioned about appropriated details, do you want it to be automatically added too? If so, please let us know what details are necessary.

Regards,
Angélica

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