Can i change the Issue ID to just numbers?

Hi, 

 

When a our customers call to us, the call is received by a smart menu that offer him many options to direct the call for an especific department.

If the customer has a issue opened, he cannot play the "issue ID" on his cellphone (or telephone) because the ID has letters. So, he cannot give us a previously knowledge about his issue or we cannot provides a information (i.e. Status) to him. Always some call center member will pick up the call, generating costs.

How can we resolve this ?

Thank you in advance.

3 answers

1 vote

I'm afraid not.  The entire Atlassian stack assumes the issue key will always be <project key>-<sequence>, and that project key must be an A-Z followed by one to nine alphanumerics.

All I can think of to "fix" this without code is make assumptions.  Place all your support calls in one project, then you can assume that the <sequence> in the issue key is all they need to key in, because you know the project key and - part of the issue key are not going to change.

If you want to get into coding, then you could do something a bit more clever.  Without putting much thought in, I would think about generating a numeric sequence for each project doing support like this.  So a user typing in 04 1234 would have your code say "oh, project 04 is DAVE, so I know the issue is DAVE-1234".  Or, if you don't want to write that code for name/number mapping, just use the (immutable) project ID from the database

0 vote
Brant Schroeder Community Champion Sep 19, 2017

Danilo,

The only possibility would be assign numbers to projects, in which case the issue key would be of the form 123-4567. Would that help? The regular expression defining project key format is found in WEB-INF/classes/jira-application.properties.

Brant

0 vote

Not really. http://bugs.java.com/view_bug.do?bug_id=8177344 is Oracle tracking bugs in Java using JIRA as the backend. Notice how the actual issue has the key JDK-8177344. It was too hard to make JIRA not have a project key at the start of the issue key IIRC

How can i do something like that in my scenario? 

The customer will can introduce the number in my IVR ( Interactive Voice Response)? 

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