Turn off "You have a new lead"

[Kevin Roe]

So my users send email to support@******.com for help

Setup a new portal and we are getting the tickets but we also get a ticket for a "New lead" that appears to be sending an email that somehow is creating a lopp shutting us down

Anyone know how to disable the "New Lead" function?

Thanks,

Kevin

[Kris Dewachter]

Hi @Kevin Roe ,

What exactly is this "New Lead" ticket or Email ? Is it send out by Jira whenever the Project Lead of a Jira project is changed ?

As far as I'm aware, there is no default functionality for that, so maybe it's custom build ?

Can you give us some more information ?

Best regards,

Kris

[Kevin Roe]

I think I figured it out. It was our old help desk system I'm trying to replace that had created a loop. 

Something still isn't right though, we don't get any email notifications to users that a ticket has been created nor notifications that a ticket is received.

The email account that I used to connect our O365 platform and verify, does it (or should it) also be a user in the system?

Thanks for the help

Kevin

[Kris Dewachter]

Hi @Kevin Roe 

So the tickets are created from the email. Normally, the sender of the email is set as the reporter of the ticket. Can you verify if that is the case ?

Are these registered users ? Or is the service desk freely open to the public ?

You should also check the 'Customer Notifications' settings of the project to make sure notifications are sent when a ticket is created.

Best regards,

Kris

[Kevin Roe]

Yea I think this is where I set something up wrong

The reporter is coming in as the email address users send to support@ not the user that sent in the ticket.

No registered users, wide open to all of our current and future customers

I'm sooooo close to finally making this work.

I did notice that the "Demo Service Project" is actually setup perfect and even has a better workflow for what we do BUT only works with emails sent to the jira@ address

Is there a way to delete the Project I made and just configure the demo to use my support@ email for receiving and sending?

It responds to messages sent to it properly

Or better to fix the project I created?

[Kris Dewachter]

Hi @Kevin Roe ,

I wouldn't give up on your project just yet. I'm thinking this is just a settings issue.

You can always reuse the "demo" workflow in your current project.

• Are the emails sent to your 'support' email address somewhere forwarded automatically, making it change the "sender" of the email, before it gets imported into Jira ? Do you have access to the mailbox to check ?
• In your project, you have connected your own mailbox ? What happens if you switch the email channel of your project back to the default Atlassian Support mailbox ? Does it work correctly in that case ?

Best regards,

Kris

[Kevin Roe]

Kris,

I think I made my support@ address a user as well and may be the problem

I will try this in the morning and let you know. BUT I would REALLY like to pay you for some consulting hours and have you help me set this up just right.

Kevin

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