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Is it possible have an email template for users to send emails TO Service Desk & auto -populate fields in Service Desk

Is it possible to configure Service Desk to allow emails with a format (however JIRA requires it) to auto insert then emails into the proper issue types or queues based on an email format?

Example: 

  • Fred Flintstone wants to send a hardware request email to trigger a "hardware request" issue type.
  • Fred opens outlook and sends and email with the fields he knows a hardware request requires.
  • Hardware: Laptop, keyboard, mouse (in the body of the email?)
  •         The Hardware Request issue type is put into Wilma Flintstones queue automatically.
  • When Wilma (the Service Desk person) is able to see the request in the Hardware Request Queue.

 

For simple issues, we'd like to "automate" some of the routing so we don't manually do all the "triage" for email requests. Our users are very happy will the email work order system but we need more automation and less "triage" time just figuring out what they mean. If we can give them a template or figure out a way to format their emails, then they could enter the fields we need with little to no manual work.

We tried using Outlook for JIRA but the permissions would have to be setup so that every person has access to the project to use it...and the license pool is not deep enough to allow the customers to "swim" in SD...neither would we want them too (directly.) smile

1 answer

Hi Stephanie,

This is not possible in JIRA out of the box as the default mail handlers cannot populate fields.

There are two addons that may help you:

Enterprise Mail Handler, it supports both Cloud and Server versions of Service Desk: https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui/cloud/overview

 

Email This Issue (our product), which supports Server version of Service Desk as of now, and Cloud support will come very soon: https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue/server/overview 

If you are a Cloud user, go with Enterprise Mail Handler now, if a Server user, I recommend you evaluate both.

Tibor

 

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