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App - Service desk API INTEGRATION

Luka Finderle

Hi,

I have a question about the integration between my app and the Jira Service Desk.

The idea is for the user to send a message via the contact form on my application and at the same time to open a task on the Service Desk. The most important thing on the task is that the field Reporter = user email. This way I could reply to the user via a comment on the task and he could reply to me via his email.
Can someone explain to me is it necessary to open a customer before opening the task?

Any kind of help is highly appreciated

Thanks!

Accepted answers

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Nic Brough -Adaptavist-

Welcome to the Community!

I am not sure I know what you mean by "open a customer before opening the task".

Are you talking about the need to identify a customer when creating a request in the helpdesk?

How does your application know which jira-customer-account the request should be raised by?

Luka Finderle

Thanks for the answer!
Yes, I'm talking about the need to identify a customer when creating a request in the helpdesk.
I have the classic contact form where the user is typing his email.
I want to put that email in the Reporter field of the task.

Luka Finderle

Hi @Nic Brough -Adaptavist- ,

Do you have any idea how to solve my problem?

Thanks.

Nic Brough -Adaptavist-

Ok, your app will have to ask Jira for the valid values for the reporter field, matching the email to the one the Jira user is.

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