Incoming mail handler starting issues at a given status


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.




1 answer

We  are also interested in this kind of functionality.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,313 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot