JEMH: Add directives "Customer Request Type" in JEMH

[Bastien Delourmel]

Good morning, 

We are using JEMH in a way to generate tickets when receiving an email. 

In JEMH we have the module "Directives" that gives us the opportunity to auto-complete the ticket when created from an email. 

Unfortunately, "defaultCusomerRequestType" doesn't work. Meaning the field "Request type" is not completed automaticaly. 

Any help?

Thanks :)

[Phil · Accepted solution]

Hi Bastien, 

We can see you have already posted a support ticket with us regarding this issue but nonetheless we can answer here also.

You mention using directives however you did not mention how you are driving these directives.

What are directives?

As per: https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/2850920/Directives

"Directives allow emails to direct JEMH on what issue attributes should be used during issue creation or update. Along with Project Mappings, they are one of the main ways to ensure that Jira is given all the information it requires to perform issue creation or modification.".

How do you use directives?

Looking at your input it isn't clear if you're using Field Processors or Directive Sets or Scripts to drive the directives. 

To be able to use directives you will need to:

a. Allow directives on your Profile via Profile > Configure> Directives > Directive Processing Behavior and choosing the appropriate option on when directives are allowed to run i.e. On Create. 

b. Ensure you are using supported directives as per: Support fields for use with Directives 

c. Using one of these features to drive the directives of JEMH i.e. Field Processors, Scripts or Directive  Sets. The most common usage is using Field Processors which are set in the JEMH Profile and are used during inbound mail processing to scan the email for input and then make changes based on any detected directive input. More information on Field Processors here: JEMH Mail Field Processors.

If you require more specific assistance then please update your current support ticket with us.

Best Regards,
Phil

[Bastien Delourmel]

Well, I am not familiar with this add-on but you resolved my case! I didn't know about 'project mapping'. Thanks a lot!

[Phil]

No problem JEMH is complex and It indicates that our in app documentation needs improving but we'll be happy to help with any issues you have in our support portal or queries.