IssueType for Email but not for User

Hi all,

You can add a (project+issuetype, jira-email-alias) with a Email Handler. But you lost the avantage to communicate only one E-mail to your users. Besides, it's not possible to make issuetype mapping by parsing the subject of the mail (or use keyword in the subject, like "[bug]").

In order to keep one E-mail, I would like to create a issuetype for Email Handler, which cannot be selected by users (by clicking on the big blue button "new Issue"). When you create an Email handler, you have to choose a project and an issuetype, AND the issuetype has to be bind to the project. So this issuetype will be seen and selectable in issue creation screen.

Here is the procedure I used to solve my problem :
- Create a issuetype "Email" with a simple workflow (only one state)
- Add this issuetype for the project you want ("Support" project for exemple)
- Create your email handler to create a issue in "Support" / "Email"
- Remove the "Email" issuetype from the project "Support" => user will not be able to create "Email" issue

Now, when a Email is sent, a "Email" issue is created in "Support" project. Your agents can move this issue to qualify the issue (move the issue to "Bug" for exemple). In fact, you cannot change the issuetype of an issue, without moving it, if the two issuetype doesn't use the same workflow.

If you don't want your agent to "move" the issue, you can add the "Email" issuetype to the most commun issuetype you use ("Bug" for exemple) and add a loop transition (new-->new) with a Screen to change the issuetype.

I guess this use case could be implemented in Email handler in an other way, using email queue, so that agents can put requests in the good project / issuetype.

Is there a other/cleaner solution for my usecase ?

Thank you,
Patrick

2 answers

1 accepted

Hi Patrick,

I deleted my old answer, it wasn't relevant to your problem.

Can't you work with rules on your inbox to triage the emails based on text in the subject?

Move the issues to different folders and let seperate email handlers read those folders.

Or you could create something like a global support project which will contain all tickets and from where you can move your tickets to the corresponding projects.

Just an idea.

Best regards,

Peter

Look like a good idea, I will try with a gmail account.

Hi Patrick,

I would advise you to take a look at the JEMH plugin for JIRA.

This already provides a wealth of possibilities using email and JIRA and is super well supported by it's developer Andy Brooks (who's a very active member of this community).

https://marketplace.atlassian.com/plugins/com.javahollic.jira.jemh-ui

Best regards,

Peter

This add-on is not available for OnDemand.

:-(

Sorry, I hadn't seen you were using OnDemand, my mistake

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 ...

2,851 views 12 18
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