Hello everyone !
First of all, let me warn you : There might be plenty of rookie errors and misconceptions in my post. This is due to me not having an IT tech background and being a Senior Business Analyst with CRM specialization. Please forgive me if some of the things I say seem stupid, it's the exact reason I'm here : learn from your experience to improve my communication towards JIRA specialists. :)
So here's the situation I want your insights about :
I'm working on the implementation of JIRA as a task management tool for multiple production teams.
The idea is to integrate a mailbox for each project (1 team/project) and have the requestors send the issues via mail.
We've already configured JIRA to detect some keywords in the subject of the email and, in each queue, associate a "type" (e.g. "new business", "renewal", "cancellation"...) to said issue.
However, my business case is a little bit more complex :
Each issue entering the queues is about one single customer. And each customer is assigned to a specific portfolio manager.
Right now, the requests enter in the team queue and have a type attached by JIRA, which is good. However they're not assigned to the correct portfolio manager and assigning them manually is a pain in the a**. :)
Therefore, I'm investigating the following solution :
So what do you guys think ?
a) Can JIRA do such thing ?
b) If so what is the best approach to make it do this ? Custom script ? Plug-in (nFeed ? Database Custom Field ? Other ?)
c) Has anyone of you already faced that kind of business case and did solve it in another way ? How ?
d) Is Santa Claus real ?
Sorry for the long post, thanks for your knowledge and looking forward to reading from you.
Cheers from Belgium,