Create customer tickets via web form proxying through to API

[sau226]

An organization I represent has a use case as follows and is wondering if anyone in this community is able to point us towards specific steps (e.g. example implementations, even if in another programming language/site):

• We have a publicly accessible website using Ruby on Rails
• We'd like to create a contact form on that website that allows users to submit tickets to Jira Service Management.
• The contact form would need to integrate with the Jira Service Management API.
• If an email submitted on the form has no customer account, one will need to be provisioned/invited and then the ticket will need to be created using that new customer account.
• If the email submitted does have an associated customer account, the ticket will need to be raised on behalf of the existing user.
• We are unable to install any add-ons to implement this use case.

Has the community encountered a situation like this before? Are there any suitable sample implementations or code that we could implement into our site?

[Ismael Jimoh · Accepted solution]

Hi @sau226 

In summary, your app is sending an email. The only thing you have to worry about here is that the email sent’s sender is usually not the user but your mailbox address.

You can work around this with an add-on like email this issue and so long as you allow JSM to create users automatically in your Project > Project Settings > Customer permission page, JSM would automatically create said user and if they exist, set them as the reporter.

So once again what you may need to figure out is how to ensure your original mail is sent as the sender you intend to set as reporter.

Cheers

[sau226]

Thanks for this tip, however due to email security policies mail may be discarded or rejected. For instance, if someone uses an icloud email and it is not sent by an actual icloud user, a spam filter will drop the email because of icloud's email policy. (Dmarc set to quarantine).

Is there a way for us to send in the ticket from our sender address to prevent the email being dropped, while also somehow flagging the customer as the reporter? If this can't be done, then is there any sample API code we could use to implement a similar solution?

Thanks,

sau226

[Nic Brough -Adaptavist-]

Your app would need to know the email to send from, and be able to generate email apparently from that address.  That's not a Jira function or setting, Jira isn't creating the emails.

If you set the sender in your app, Jira will know that the sender is the customer.  I'm not sure what it does with reporter, as the reporter field is not the customer, it's a full Jira user, usually the agent logging the issue for a customer.