automatic ticket opening

[Marijana Nikolic]

Hello,

Is automatic ticket opening possible?

Can you help me with this?

What is important is that I do not know the users in advance and I cannot tell them to create tickets on the portal. Users contact us via email.

Please help, I'm stuck here.

Thanks,

Marijana

[Nic Brough -Adaptavist-]

Yes, there are lots of ways to automate the creation of issues (or requests if you're using Service Manangement)

What do you want to trigger the creation of your automated issues/requests?  Is it just incoming email?

[Marijana Nikolic]

Hi Nic,

Thank you for your fast reply.

Yes, it is just incoming email.

[Nic Brough -Adaptavist-]

Ok, great, best thing you can do is set up an incoming email channel for them - this does all the work of "email arrives, create a request (and issue behind it)" from it in JSM.  See https://confluence.atlassian.com/servicemanagementserver/managing-the-email-channel-939926306.html

If you're not using Service Management, then you don't have channels, but you can use "email handlers" to process incoming emails into issues.

[Marijana Nikolic]

@Nic Brough -Adaptavist-  can you please send me a screenshot or step by step?

https://confluence.atlassian.com/servicemanagementserver/managing-the-email-channel-939926306.html  This leads me to email handlers and that’s where we got to the step where we have a default user, I can't check the Create User option.

I should receive emails at support@agremo.com

or is there an option to put some of these emails in my support@agremo.com group and it works normally, I think it opens my tickets and my users receive my answers?

Kind regards,

Marijana

[Nic Brough -Adaptavist-]

I don't know what you think a screenshot would tell you that the docs do not.

Where are you stuck on adding a new email handler?

[Marijana Nikolic]

I'm stuck here.

I can't select the create user option and I don't want to be the Default Reporter.

[Nic Brough -Adaptavist-]

What do you mean by "can't select"?  It's a simple check box that you should be able to tick (or untick) by a click

[Marijana Nikolic]

I know that, but nothing happens when I select that checkbox.

I did a little research and found it to be a bug. but I don't know what other way is for my tickets to open automatically (incoming emails from users).

[Nic Brough -Adaptavist-]

There's no bug there that I can find, I'm not sure what you are expecting to happen if you set it.

[Marijana Nikolic]

Great, can you tell me then why I can't save that change? when I click Create user nothing happens, I can't save it. why does this happen if there is no bug? Now I really don't understand. 

Regards,

Marijana

[Marijana Nikolic]

@Nic Brough -Adaptavist- https://jira.atlassian.com/browse/JRACLOUD-66694?error=login_required&error_description=Login+required&state=b0c4de9b-d7a0-4c9b-983b-82e5d2903973

[Marijana Nikolic]

Maybe this has nothing to do with what I'm doing, but I can't choose that option. I mean Create user option and I really need help

[Nic Brough -Adaptavist-]

I think there's something wrong with your browser - yes, there's a bug with email handlers, but it's not causing what you are seeing, so there's something else wrong here,