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?
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.)
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.
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