I have a need for this question below and please response back with instruction how to go about it.
We asked Atlassian, “Does their next higher version of Jira SM provide for more email integration functionality?
Atlassian said, “This is already exists. See the "Receiving requests by email" in this Link”
We Go to that link. It says, “Set up a suitable request type with Summary and Description as required, visible fields. Any other fields must be optional.”
What does “any other fields must be optional” mean? It seems to imply that they can pick up other information from the email. This is important to investigate.
Need to find out if there are separate fields for saving name, email and number; it’s terrible to have to put all of this in a free form field
We need to know everything about their email integration
Does their next higher version of Jira SM provide for more email integration functionality?
Can we assign a ticket to a group called Level 2, and in Jira the Level 2 personnel would be able to see the tickets assigned to that group, and they would “pull” the ticket from the group…..and basically assign it to themselves?
Well her is my Manager's respond to the answers you guy had provide to us yesterday.
Can we rename the Priority field to Severity?
No, it's not possible. You can create a custom field and Rename to Severity, and using Jira Automation copy the values.
Tommy: Use the Priority field but the only available values for this field should be 1, 2, 3, or 4.
Need to find out if there are separate fields for saving name, email and number; it’s terrible to have to put all of this in a free form field
Use custom fields with single text line (255 characters) to generate this need of business/report
Tommy: Need to do this. The Reporter field is not long enough to support name, phone, and email address.
We need to know everything about their email integration
You can use advanced search in Jira (JQL) to find emails and/or you can look on the customers of JSM to see the tickets opened by that email
Tommy: By “email integration” I meant that we needed to know the full capabilities of opening a ticket from an email. Do they have a template we can use that they then pull the data from? Other than the fields that we know they pull from the email and into the ticket, are there any other fields that they can pull from?
Does their next higher version of Jira SM provide for more email integration functionality?
This is already exists. See the "Receiving requests by email" in this Link
Tommy: Go to this link. It says, “Set up a suitable request type with Summary and Description as required, visible fields. Any other fields must be optional.” What does “any other fields must be optional” mean? It seems to imply that they can pick up other information from the email. This is important to investigate.
Can we assign a ticket to a group called Level 2, and in Jira the Level 2 personnel would be able to see the tickets assigned to that group, and they would “pull” the ticket from the group…..and basically assign it to themselves?
No, a issue can have only ONE assignee. but you can assignee the issue using to one group of users using the automation, below, I send the 3 types of configuration that automation supports has for this configuration (Link )
Tommy: Investigate this and see how it needs to be set up. For now I would use Balanced Workload. But we need to know how the Level 2 person pulls themselves out of the group of users if they are going to be out of the office…can’t assign a ticket to someone that’s not working that day.
Balanced Workload: Ensures that each user in the list has the same number of issues assigned.
Random: Assigns randomly from the list of users.
Round-Robin: Assigns issues based on the sequence in the list of specified users.
