| Status | ||||
|---|---|---|---|---|
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- Outgoing emails and event notifications support participants and internal comments
- Email channel to create requests from emails with full support of Email This Issue features
- Creation of customers from email senders
- Creation of participants from email recipients
- Rrequest status transitions upon comments added via emails (move to Waiting for Support or move to Waiting for Customer)
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| Tip |
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Email This Issue event notifications and mail handlers can substitute the corresponding Service Desk components if you want to benefit from the bunch of great features and enhancements. |
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| Variable | Explanation |
|---|---|
| $project | The Service Desk Project object |
| $issue | The request issue to which the participants were added |
| $sender | The sender use of the emails (customer or agent). It is an ApplicationUser object. |
| $participant | The newly added participant. It is an ApplicationUser object. |
| $linkToIssueInCustomerPortal | URL to the issue in the customer portal |
| $linkToCustomerPortal | URL of the customer portal |
Organizations
| Status | ||||
|---|---|---|---|---|
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Service Desk Customer Organizations are supported in two ways:
- Organizations may be selected as recipients
- Service Desk requests created from emails will be shared with the customer's Organization.
If the customer is not member of any Organizations or is member of multiple Organizations, the requests will be private to the customer.
Service Desk Aware Event Notifications
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- event notifications may be sent to request participants. Simply select Request Participants as seen above.
- furthermore, when you add an Internal Comment to a Service Desk Request, Email This Issue event notification makes sure that the comment is not sent to customers regardless if customers were added to the recipients. See below.
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Service Desk Email Channel with Email This Issue
Mail Handler and Auto-reply emailsHandlers can be used to process incoming emails and turn them into Customer Requests in your Service Desk. Additionally to the features of the Service Desk Email Channel, Email This Issue Mail Handler comes with all the spicy additions like
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- if your service desk is open for public signup, Email This Issue will create new customers if necessary and notify them that they were added as customers
- In this case, do not configure the Incoming Mail Handler to create users, otherwise JETi will create users not customers
- If your service desk is not open for public signup and the sender email address is not recognized as a customer or Jira user, then request is create on behalf of the default reporter (this is different from JIRA Service Desk, that ignores these emails)
- if Request Participants are enabled, Email this issue will add email recipients who are customers to the issue as Request Participants
- execute Service Desk workflow transitions (from Waiting for Customer to Waiting for Support and vice versa) when it is appropriate:
- if customer is commenting via email and the request is in Waiting for Customer, the issue transitions to Waiting for Support
- if agent is commenting via emai and the request is in Waiting for Support, the request moves to Waiting for Customer
- internal and public comments are supported:
- if customer is commenting via email, a public comment is added
- if agent is commenting via email, a public comment (like Respond to Customer) is added, it makes agents capable of responding to the customer via email without having to log into Jira.
- if collaborator is commentinf via email, internal comment is added and Customers are not notifified about it
| Note | ||
|---|---|---|
| ||
When creating Requests and Comments from email, please make sure that the Email This Issue Mail Handler is configured with a Default Reporter that has permissions to add issues, comments and attachments in the Service Desk Project. |
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Service Desk Mail Handler Parameters
There are several additional mail handler parameters specific to Service Desk Processing Strategy.
| Parameter | Description |
|---|---|
| Customer Request Types | Select the Customer Request Type belonging to the Issue Type of the mail handler in the Service Desk project. This customer request type will be set in the requests |
| Service Desk Comment Visibility | Specify if the handler should always add Internal or Shared with Customers comments or resort to the default behaviour. |
| When Customers are Created | Select the email template to notify newly created customers (if the Service Desk is open for public signup). Templates based on the Theme: Service Desk Customer Invitation will be listed here. |
| When Participants are Added | Select the email template to notify newly added Request Participants. Templates based on the Theme: Service Desk Request Participants Added will be listed here. |
| Unrelated Customers | Specify how to treat cases when a Customer sends email referencing a request which is not shared with the Customer. The handler can process these emails as well or you can specify to create new requests in such cases. |
Service Desk Automation Rules and Execution of Transitions
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