We have a workflow that handles moving issues between our "1st line" and "2nd line" support teams, and an incoming mail handler that puts our client issues in the start of that workflow.
I need to add a new incoming mail hander that allows our staff to route something directly to the "2nd line" team. This would involve either having the mail arrive directly in a specific status, or having the mail arrive, and then be automatically transitioned to the right point in the workflow. (Or perhaps something else I don't know of)
Is it possible to do this with JIRA by default, or would I need to look into some plugins to enable this?
The only hack I could think of currently would be to have the 2nd mail handler create issues of a special issue type, and then have a custom listener on "Create" of issues of that type, and automatically fast track through the workflow to get it to the correct status. But having to add a special Issue Type just to achieve this seems "wrong" and I was hoping there was a better way.
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