Have the support tool create issues

Is it possible to have the Hercules support tool to create issues in a project, and not send mail?

2 answers

Hi Bjarte,

JIRA can already create a Support ticket for you, if you are referring to creating tickets with Atlassian, and that comes bundled as part of the Support Tools plugin, (which includes the Hercules log scanner), as described in this document: https://confluence.atlassian.com/display/JIRA/Getting+Help#GettingHelp-ToraiseasupportrequestviayourJIRAsystem

All the best,
John

No I meant to our service provider who uses our Jira for their own support issues. E.g. The jira instance should create issues in a project within same instance. Not externaly. So we can follow them up maintaining our jira instance.

0 votes
Renjith Pillai Community Champion Jan 17, 2013

While I read your comments for John's reply, I am still not clear who needs to create issues?

  • Do you want to automatically create during some action? OR
  • You want your service provider to create is manually? OR
  • Do you want yourself to create it manually?

And why are you not directly using the create issue button on top to create issues? (that question looks dumb, I know)

And what about issue collector if you need an easier way to create?

And what is the meaning of 'doesn't send email' - JIRA sends emails when issues are created as per the notification scheme for the project.

https://confluence.atlassian.com/display/JIRA/Using+the+Issue+Collector

https://confluence.atlassian.com/display/JIRA/Creating+a+Notification+Scheme

Ok - ley me be more specific.

There is a tool to scan jira's own logs for errors. The Atlassian Support Tools's Scheduled Log Scan.

This tools scans jira's log and look in Atlassian knowledge base for match for known errors and solutions, and emails the result to an email address.

I want this tool to not just send an email summing up the errors in finds, but also create issues in our jira. One per match it detects.

Then we can assign these issues to our Service provider (who has a project in our Jira regarding supporting us)

Renjith Pillai Community Champion Jan 21, 2013

Ah that's a good one. I think it should be raised as a feature request and did it here - https://studio.plugins.atlassian.com/browse/STP-211

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