Reporter name | prioritize

[Kamalakannan R]

Hi Team,

I 'm facing the below following issues. 

1. When customer create the Jira ticket through email, In reporter field customer name is not showing, it's showing the customer mail Id.

2. How customer can prioritize the ticket through email automation.

Anyone kindly help me to resolve the same.

Thanks,

Kamal

[Carlos Faddul · Accepted solution]

@Kamalakannan R 

1. When customer create the Jira ticket through email, In reporter field customer name is not showing, it's showing the customer mail Id

   • The customers already create an account in portal ? Can you share a screenshot ?

2. How customer can prioritize the ticket through email automation.

   • You can align with customers to reply an notification email with only the words "High", "Highest" or anything like this to priorize the issue.

I hope I helped you.

If this post was helpful, mark it as Accepted, so you can help others who may have the same difficulties.

If your question has not been resolved, please post again with more details.

[Kamalakannan R]

@Carlos Faddul 

Thankyou for your great response.

• The customers already create an account in portal ? Can you share a screenshot ?

jira service management creates the customer account automatically when customer create a ticket through a mail on first time and also Service desk customer role is assigned to the customer automatically.

Please find the snapshot for your reference.

In a name field email id is showing, How can I get the customer name automatically.

Thanks,

[Carlos Faddul]

@Kamalakannan R this is an email that opened the issue, however the user never entered the invite link to create and edit the full name.
I had a similar problem with a client that didn't access the portal and only sent email and they were identical.
What you can do is access user management and edit customer names
Currently, unfortunately, there is no API to edit the customer's name, as it would be the best option via automation.

[Kamalakannan R]

@Carlos Faddul Thanks for your suggestion, Let me try it.

For ticket priority automation, Can you able to share the automation rule.

It will be more helpful for me.

Thanks  

[Carlos Faddul]

Hi @Kamalakannan R , I recorded a video to demonstrate, I apologize for the English spoken in the video, because I haven't used it for a long time.

Jira - Edit priority by Comments 

I hope I helped you.

If this post was helpful, mark it as Accepted, so you can help others who may have the same difficulties.

If your question has not been resolved, please post again with more details.

[Kamalakannan R]

@Carlos Faddul It's working, Thanks for your wonderfully support.