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Convert service request recevied by mail into incident

Joao Santos March 6, 2024

Hello,

 

I have JSM on the cloud and I'm not sure how to treat service requests received by email.

 

When I receive an email saying that something on my aplication is not working, I should be able to convert it into an incident type.

 

I couldn't find a way to do that, since all the options listed on the request type combo-box are all refering to service request types.

Am I missing something?

Thank you in advance,

 

João

1 answer

1 vote
Asmath Basha S
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March 6, 2024

Hi @Joao Santos ,

=> In the Jira ticket you can find the Issue type field, inside that field you can change the Issue type as Incident in the ticket.

=> Before that make sure that you have configured Incident Issue type in your service project.

Joao Santos March 6, 2024

Hi @Asmath Basha S 

 

thank you for the quick reply.

Are talking about clicking on the issue icon and change it? I believe that will that lead me into that 'longer' 4 step conversion wizard?

 

 

Asmath Basha S
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March 6, 2024

Hi @Joao Santos ,

Can you make a screenshot for that so that I can understand what type of requirement are you looking for.

Joao Santos March 6, 2024

JIRA_1.JPG

JIRA_step_2.JPG

this is the only solution I know... but it requires several steps for each conversion...I was hoping for a simpler way..

 

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