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How do we create a JSM Request that is Activated from an Email from a Non-Atlassian Product?

Deleted user May 09, 2022

Hi there,

How do we create a JSM Request that is Activated from an Email from a Non-Atlassian Product?

For example, we want x request type to be created and sent to a project when x trigger is made (button) click in the non-atlassian product. 

Same goes for a simple email made from another non-atlassian product that contains the receiver email to be the JSM Projects Project email. 

Thoughts? Thank you. 

1 answer

1 vote
Brant Schroeder Community Leader May 09, 2022

@[deleted] There is no way to specify the request type when sending in an email.  There are several ways to accomplish what you are looking to do though.  You can use automation to set the request type and any other fields when an issue is submitted via email.  We do this and look for specific summary text on issue-created automation.  https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation

You can use an app like scriptrunner or JSM on the workflow when an issue is created to set the request type and other information.  It is similar to using automation but is using an app.  This will cost extra for the app.

You could also use the API to create an issue.  We also do this, it takes a little more work to implement but works well if you want to integrate the other application directly into Jira. https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/

Thank you @Brant Schroeder , the API page we need to access is here right:

https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post

Any other key places in API documentation to make this function work? 

Deleted user May 09, 2022

Also question, since the non-atlassian product creating these requests won't have a Jira Service Management customer account, will we run into any issues?

  1. Do we need to reference the product creating this request as a user entity in Jira using the sender email be the email being used in the product for the send outs?
  2. Or is there a way to receive requests without a user being associated? 
Brant Schroeder Community Leader May 09, 2022

@[deleted] The API link you shared is the same as the one I shared.  That is the best place to start.  I would suggest starting with that and if you have any issues you can always ask the community.

Brant Schroeder Community Leader May 09, 2022

@[deleted] If you use the API I would create an account for each application since it will need a reporter.  If it comes from an email it will use the email address that it is sent from as the reporter.  If your service desk is not open to all customers you will also need to add that email as a customer.

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