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If the use of email issue creation is part of your Jira Service Management (JSM) project then you might find this article of interest.
With JSM Cloud you have two options for managing new customers: locked down or open.
If you want to control who can open issues in your project then you have your agents responsible for adding/removing customers. This can obviously be a tedious task and can be frustrating to your customers. More importantly you could miss important requests unless you make it a habit of combing thru your email logs for failures on a daily basis. So you opt for an open project. However, leaving the project open can result in unwanted customers being added to your project, leaving your team with a constant tidying exercise and inevitably spending time on requests that maybe they shouldn't.
If there were only a clean way to quarantine new customer requests until it can be determined that the customer should be added to the project and your agents should work the issue.
Automation to the rescue!
With a bit of Automation work and optionally some workflow changes, you can better control your customer onboarding process for open projects.
The solution at 50k feet
The idea is to inspect each new incoming email request to see if the Reporter has previously created any requests. If they have then the customer is assumed to be approved for the project. If not then the request is placed 'in quarantine' until the appropriate Agent has assessed the request to see if the customer should be added.
Time to pop the chute and get into the details
Here is the list of tasks to put this process into play:
The automation rule will look something like the below image. But be creative and build it out to meet your needs. Make it your own! A special shout out to @Dirk Ronsmans for his support in working thru this rule syntax!
Explaining the rule
Stick the landing
After fully testing your rule and making the necessary changes it is time to put the process to work.
I hope you find this article useful and I would love to read your comments about how this could be made even better!
EVP Engineering & IT
3,855 accepted answers