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how do I auto generate issue numbers for email requests

Does anyone know how to create issue/ticket numbers when a customer emails our support desk?   Our current test env does not respond to customer emails with a unique issue/ticket number when a customer create a request.   Service desk opens up a request but without a issue/ticket number, it just puts the request into the "All Open" queue.

1 answer

1 vote

Hi Tom,

When a ticket is created through any channel (email, customer portal or Jira) it will have an issue key.
I'm not sure if we are on the same page, but when the ticket goes to the queue it shows the key and if it's not showing you can edit the fields of the queue to show the key:

Screenshot 2019-08-05_14-50-05-290.png

Screenshot 2019-08-05_14-50-21-231.png

Screenshot 2019-08-05_14-51-00-754.png

It also shows on the notification:

Screenshot 2019-08-05_14-51-40-301.png

If that's not the case, can you please share with us screenshot of the issue you are facing?

Regards,
Angélica

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