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In this guide, we are showcasing how to set up a service management with Email This Issue's next-generation mail handler through the example of a company's HR department who is testing the new handler. |
Pre-requisites before setting up the handler
In order to ensure working in the above scenario, a number of settings will need to be configured on both Jira's and our app's site which we will not detail in this documentation.
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We have configured our test case with the below settings and will be detailing our step-by-step guide based on them. You may defer from these settings as required, this is only meant to be a basic setup to showcase a new functionality. Differing setups will yield different results, please keep that in mind when creating your unique setup. For more information, refer to our documentation. |
You should have your Jira-related setup ready before creating the mail handler, such as:
- Three custom fields created in Jira:
- one multi-user picker field called Internal participant
- one single-line text field called External participant
- and one select list (single choice) custom field called Customer Category with the options "Regular" and "VIP"
- Proper permissions set up for agents and customers, including a technical user who will be your default reporter
- Project-level Customer permissions set up according to your needs
- Workflow configured with the transition property "jeti.on.email.transition" on a re-open transition
You should have some Email This Issue-related setup ready before creating the mail handler as well, such as:
- One template for the "Issue created" notification. We recommend that you create it based on the Theme: Service Management Request Created
- One notification set up in Email This Issue for the "Issue created" event with the above template
- One context set up with the above notification (recipient being the reporter)
- SMTP server setup and mapped in the context (alternatively use Jira's built-in SMTP connections)
- Have a Mail Account setup for the mail handler
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When a request is opened, an email should be sent to the reporter, notifying them of a successful request creation.
If a new request is created from an email with the sender address ending in "@gmail.com", the customer category of the request should be set to "VIP" (as they need to process these requests in a different manner).
When the customers send a reply email, a public comment should be left on the issue, while an agent's reply should always leave an internal comment. Related issues should be found by issues keys appearing in the email subject.
In both cases of new and reply emails, the senders and the recipients should be saved as follows:
- By default, email senders are saved as Reporter in newly created issues
- User senders without (create issue and browse) permissions should be saved in a custom field called "Internal participant"
- Senders unknown to Jira should be saved in a custom field called "External participant"
- SD Customer recipients should be saved as Request participants
- SD Agent recipients should be saved as Watchers
- User recipients with (create issue and browse) permissions should be saved as Watchers
- User recipients without (create issue and browse) permissions should be saved as Internal participants
- Recipients unknown to Jira should be saved as External participants
If the sender does not have permission to either open a request or leave a comment, a technical user should take action in the name of the sender.
It is also important for them that only relevant emails create requests and that reply emails to the Issue Created notifications are cut. This way, their comments will be short and only include relevant information.
When the request is resolved and it is in "Done" status, it should be re-opened upon a new comment being added to the request.
Step-by-Step Guide
This section only details how to set up the next generation mail handler for your service management project. Its goal is not to detail any Jira-related setup or any Email This Issue-related pre-requisites, but show the setup of a new kind of mail handler.
We are going to be working only in the Mail handler menu of Email This Issue, and show the configuration of just this part of the app.
For this, navigate to Email This Issue administration - Mail Handlers.
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In order to make the handler fully compatible with Jira Service Management, the default reporter must have Project Administration and Service Management Agent permissions. It is typically achieved by assigning the default reporter to the Administrators and Service Management Team project roles and assigning Service Management application access. |
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Click on Save to save the settings or Cancel to exit this configuration without saving. Once the handler is saved, it is displayed in the list of Next Gen Mail Handlers as "DISABLED".
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Click on the + icon at the end of the "If Sender is Service Management Customer" row we just created, then click on Add Comment. Set the "
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\s*From:|___.|On|On .wrote:|----Orig.|On .(JIRA). |
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Click on the + icon at the end of the "If Sender is Service Management Customer" row we just created, then click on Else to create a condition for when the email sender is not a service management customer.
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\s*From:|___.|On|On .wrote:|----Orig.|On .(JIRA). |
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Setup Results - Summary
If the above steps have been followed correctly, a request with comments should be created from the incoming email as follows:
It is visible that as per our guide, the issue is created in the New Handler Project with the Service Request issue type and New employee request type.
Because of the field rule, the Customer Category is set to VIP as the reporter's email address ends in the domain "gmail.com".
Two comments are left on the issue:
- a public comment from the reporter which is a reply email from the customer to the Issue Created notification
- an internal comment from the assignee (who is an agent) that is related to the request and mentions the issue key in the email subject.
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