Configuring Automated Emails for Issues Logged Manually Through Jira

[Simon Marchant]

I'm currently at the point of integrating the automatic parsing of emails for logged issues, this is relatively straightforward with how it emails the customer with the issue created.

My problem is, the service desk I work with has 2 avenues for logged issues; emails and telephone.

2 key pieces of information I've noticed are:

• When an email is logged automatically, the reporter is the email address
• When a phone call is logged via Jira, the reporter is the agent

I can't figure out how to configure the manual logging process, so that the customer email address is the reporter so it subsequently allows me to utilise "Share with Customer" communication with said customer.

If it comes in via phone its as if you can only communicate via phone, not with the automated functionality. Has anyone configured manual logging of calls through jira to also be able to use automated emailing for Jira.

I've tried the following:

• setting the reporter from a text field via a workflow transition
• logging it manually using the same request type

[Jack Brickey · Accepted solution]

Hi Simon, when your agent takes a phone call and subsequently opens a ticket be sure they use the "Raise a request" in the sidebar. This will give them the opportunity to follow the correct form for the specific Request type and choose the customer in the "Raise request on behalf of" field. Alternatively, if they feel they must use the Create button have theme change the Reporter and choose the proper request type too. Then they can add a comment and it will notify them after creation.

[Simon Marchant]

Hi Jack,

Thanks for coming back to me. That would be the ideal scenario, though given peoples processes have been so entrenched in using the create button, that it would be difficult to change the culture without removing the button. I have added an automation step to add the service desk info after the create transition. Your way would be better, but difficult to manage the people entering the data.

Thanks again,

Simon

[Jack Brickey]

How does the automation work given the variables of the actual reporter and request type?