Specific ticket type presenting a form

Hello all:


We are currently tryingout JIRA for the first time. We have a Service Desk project with both email requests and the customer portal enabled. We like the customer portal a lot because it helps us route the issues propertly; however, our users are used to createing issues by email from our last system and it is something we would like to keep but this does not do a very good job routing issues.


Ideally we would like to have something were our users initiate the issue creation by email but finish it on our portal:

  1. User sends email to Service Desk email address.
  2. User receives email with a link asking them to provide more information.
  3. User clicks on link and is presented with a form similar to the one in the customer portal where they can enter the additional information.


Is anyone aware of any addon/plugin that allows this functionality? Any suggestions?



1 answer

You can acheive this using the core tools.

First you need to set up an email address for your service desk project. Then you associate a request with summary and description as the only mandatory fields and associate it with incoming email requests. If one of your existing requests has other mandatory fields, either adjust them, or create a dedicated request 'Email Request' and hide it on the portal.

You then simply need to configure the customer notifications and add a custom message to get your customer to update the issue. 

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