Can I have a form from my website send post data to Jira to create a ticket?
If not, can I specifically generate data in an email that can be picked up by the Jira system to create a ticket? I have "Email Requests" turned on and I've successfully created tickets but I'd like to be able to capture somewhere the requester's email address in the new ticket so that the Jira system can send an email to them confirming the ticket has been created (even though it was generated from our website).
(Also, side question...is there somewhere that lists the syntax needed for creating Triage Automation Rules? ... the example given states: "summary ~ account AND request-channel-type = email" but gives no inidcation of what "Summary ~ Account" is technically filtering.?)
The new forum system we've got here has lead to a lot of us simply not seeing posts. I've only just caught this one, so I'll give it a shot:
Yes, form data should be quite easy to send over. I'd translate it into your desired JIRA data, then output it as JSON and post it over the REST interface into JIRA.
The email handlers that are built into JIRA are quite basic, and won't capture the email address separately. You could enable "create new user", which would catch it indirectly, and enable a response back to them. That is based on plain JIRA though, if you're looking at JIRA Service Desk, the setup is different (Although they could still be come customers)
I've not seen the docs for the triage automation rules, could you point us to what you're reading? "Summary ~ account" should be trying to catch things like "please upgrade my account" or "I need a new account"
Thank you Nic for the response - I do very much appreciate your help.
In response to your qeustion about triage automation rules: my apologies, I definitely should have included this in the original question. Here's the KB article I read:
My client decided to go with a different system so please don't spend more time on the question just for me. However, I think your answer will definitely help others as what you've described is exactly what I determined through trial/error.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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