In the project where I work, we're just starting to use the Jira SD Server. Issues will come from users through two channels: via portal and email. The email must be the main/priority channel for creating Issues. For this purpose, we have configured the Mail Handler (a screenshot is attached).
But here are some problems:
Dear @Thomas ,
from the screenshot I can see that you user the standard email handler of Jira Core and not the specific one for that SD project.
Please follow this link for details. This is the preferred way by Atlassian.
But if you know what you do, can you tell me the reason for your configuration?
Hi @Thomas Deiler,
Thank you for your recommendation. I am a new user of the SD, so I learned a lot from your link.
I'm going to try to give you an example, and what I need to implement.
A customer (email@example.com) sends an email an employee (firstname.lastname@example.org) instead of the SD mail box (email@example.com). The employee would like to tackle the use case via SD rather than a standard email conversation with the customer. So the employee could reply/forward the email to both the customer (firstname.lastname@example.org) with copy to SD mail box (email@example.com). There are a few problems with this approach.
I don't know how to do it with the existing SD facilities, so I'd appreciate your help.
Dear @Thomas ,
in this case, and this is pest practice not just for Jira Service Desk, the employee (john) will open a ticket directly in behalf of the customer (jack). Forwarding the mail is less efficient. Agents can do this:
This practice is also done when someone rings the support by phone. The agent will create the ticket and not ask the customer to do. Of cause with the hint to use the portal next time ...
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