I'd like to evaluate JEMH for using an support tool with external users. The requirements I have a pretty basic, create a task issue when anybody from anywhere emails firstname.lastname@example.org and allow the internal team to manage the ticket internally and choose the option to include the external party on a particular comment.
So far I've installed JIRA 5.2 and the JEMH plugin and was hoping it would start doing something out of the box. I followed the brief instructions on the website (recipe 1) but so far haven't got anything working (FYI User -> Add sender as watcher doesn't exist as an option). I am stuggling to find any decent documentation describing how to set this up so any pointers would be appreciated.
OK, so you know your inbound address, thats easy, just set the catchEmailAddress to 'email@example.com'. This setting allows JEMH to know what addressees are 'inbound' and not 'external' users.
I'm always working on the Documentation and will certainly help you get set up. Did you follow the two minute tutorial to get something up and running?
I recently added an end-end document that covers setting up a JEMH for 'a' helpdesk configuration, it helps avoid some pitfalls, feedback welcome:
All this really boils down to:
- tell JEMH what your inbound email address is so it can avoid loops
- set a default Project so JEMH knows where to create issues if all else fails (many other ways to pick a project)
- set a default Reporter that has EDIT_ISSU/MANAGE_WATCHERS privileges in the above project for remote email only users
- set a default issueType
The rest of the configuration depends on requirements, happy to advise as needed, there are other communication mech's that may get my attention quicker:
- issues: JEMH JIRA
Once a basic profile has been created, the following are the minimum changes to make:
The remote users perspective contains links to the helpdesk but as they will not be logging in as interactive users it would be better if the mail could be cleaned up to display only what is required (message and issue number).
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