Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to manage the creation of issues via email?

Hi Community,

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).

Jira mail handler.jpg

But here are some problems:

  1. The user can send an email not to the address of the Jira SD but to someone who was working on his problem earlier.
  2. The Subject of the email may be changed (this is one of the options that may go wrong).

Questions:

  1. Is it possible to make the person who received the email send it to the mail address of the Jira SD, and the system will automatically set someone else specified in the email as the Reporter, not the one who sends the email? For example, I receive an email from a colleague and forward it to the Jira SD where the issue is automatically created. The system will select me as the Reporter because I'm the sender of the email. I need to forward the email to the Jira SD, but so that the person who originally sent it to me and was the Reporter of this Issue. Is it possible to do this, and most importantly, how (using the Jira SD or third-party apps)?
  2. How can I track the Issues, except the Subject of the email, otherwise can the Jira SD track Issues except for the Subject of the email (by the text of the email or by some other criteria)? At the moment, changing the Subject of the email will create a new Issue, which is not satisfactory at all.

Many thanks.

1 answer

1 accepted

0 votes
Answer accepted
Thomas Deiler Community Leader Jan 29, 2020

Dear @Thomas Crown ,

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?

So long

Thomas

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 (jack@customer.com) sends an email an employee (john@mycompany.com) instead of the SD mail box (support@mycompany.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 (john@customer.com) with copy to SD mail box (support@mycompany.com). There are a few problems with this approach.

  • The employee will be the reporter/sender of the email instead of the customer. 
  • The employee may not want to be involved, he wants the ticket in the SD queue so the ticket is handled by the team (but most importantly, when an employee forwards an email to the SD, the Reporter must be the customer).

I don't know how to do it with the existing SD facilities, so I'd appreciate your help.

Thomas Deiler Community Leader Jan 30, 2020

Dear @Thomas Crown ,

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 ...

So long

Thomas

Like Thomas Crown likes this

Thank you so much, Thomas. You've been very helpful.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Data Center

Introducing Data Center Community licenses

I'm Alison Huselid, Head of Product for Data Center at Atlassian. As we shared in our last post, we’ve been working on a solution for those of you who work for charitable non-profit organizations tha...

681 views 10 38
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you