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.
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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