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At my organisation we use Jira Service Management. All email send to a specific emailadres, will create automatically an issue (or actually: an service request).
It does happen at times however, that our helpdesk has to forward this request to an supplier, contractor, or any other third party. These external parties do not work with Jira.
Is there a possibility to make a form or something, that will enable our helpdesk to send the information directly to the external companies?
This is how we work now: an employee emails because of a broken system. The email will automatically appear in Jira as a incident;. We have a service contract with the supplier of that system. The helpdesk will copy the contents the Jira-incident en send it to the supplier through their own personal workemail. If the supplier responds to the email of the helpdesk-person, the helpdesk-person will copy that again back in the Jira incident.
Hi @Angela Zuyderwijk , welcome to the community.
Based upon what you have conveyed, or rather my interpretation, I am thinking that you may want to consider using automation. Specifically based on some trigger and condition you could send an email to the supplier and in the body you could construct the desired text using smart values. Before I go further I would like to understand if this makes sense can you feel it might be a possibility. You might find the following documentation useful - jira-cloud-automation . Another thought would be to create a separate ticket and set the reporter to your supplier. You can link the two tickets together. The idea here is that your supplier Will be able to comment on the ticket assigned to them and you could use automation to update the original ticket as well.