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. |
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.
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:
You should have some Email This Issue-related setup ready before creating the mail handler as well, such as:
HR would like to open requests via email every time a new employee needs to be hired (a new request opened) and comment on those requests when there is a reply in connection to the original email.
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:
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.
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.
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. |
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".
You will need to click on the three dots and "ENABLE" eventually, to ensure its working, however, you may also carry out this step after having the mail handler configured. |
To configure the actions "If issue found for email", click on the + icon at the end of its row. For our configuration, first, click on Condition to create an IF statement. Define the "Email Sender is" parameter as "Service Management Customer" and click on Save:
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 "
\s*From:|___.|On|On .wrote:|----Orig.|On .(JIRA). |
Leave the "
Click Save to carry on with the rest of the configuration
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.
Click on the three dots at the end of the Else row and select Add comment. Set the "
\s*From:|___.|On|On .wrote:|----Orig.|On .(JIRA). |
Leave the "
Click Save to carry on with the rest of the configuration.
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:
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