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  1. Jira Service Management Data Center
  2. JSDSERVER-24

As a service desk customer, I would like to have the ability to have an "email based" workflow for the users that don't want to go to the portal

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 2.0-OD-04, 2.0
    • None
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Looking for the ability for JIRA to check email for something like support@example.com (already possible), bring those issues into the JIRA support desk, and send a CUSTOM BRANDED email (not easily done nor supported) that is simple for the user to understand (currently they get scared for some reason with normal JIRA emails).

      They should be able to respond to the email that would have the ID in it where comments and attachments would automagically (yes, that is a word) get added to the given JIRA issue (already possible).

      The notifications should be able to be set so the user would get the messages that the JIRA admins want (such as closures) with our own custom branded emails once again so we can do stuff like send a survey link on closure.

          Form Name

            [JSDSERVER-24] As a service desk customer, I would like to have the ability to have an "email based" workflow for the users that don't want to go to the portal

            Gilmore Davidson (Inactive) added a comment -

            An email-based workflow is available in version 2.0. More details are in the documentation for Setting up the email channel.

            Cheers,
            Gilmore

            Gilmore Davidson (Inactive) added a comment - An email-based workflow is available in version 2.0. More details are in the documentation for Setting up the email channel . Cheers, Gilmore

            Imane Assoud added a comment -

            Hello,

            This ticket is part of the fixed issues of JSD 2.0 release notes but its status is sill TODO??!! Is this up to date?

            Imane Assoud added a comment - Hello, This ticket is part of the fixed issues of JSD 2.0 release notes but its status is sill TODO??!! Is this up to date?

            Simon Stevenson added a comment -

            What is the status of this? The fix version (2.0-OD-04) has already been released, however it's still listed as TODO?

            Simon Stevenson added a comment - What is the status of this? The fix version (2.0-OD-04) has already been released, however it's still listed as TODO?

            Simon Stevenson added a comment -

            This is important to me because we don't plan to make the portal itself available, and want to do everything though email. Currently I'd be happy with just being able to disable the links to the portal.

            Simon Stevenson added a comment - This is important to me because we don't plan to make the portal itself available, and want to do everything though email. Currently I'd be happy with just being able to disable the links to the portal.

            Andrew B added a comment -

            I think this is probably wider than the Service Desk product, being able to have different email templates used to email different groups (i.e. developers versus end-users) on issue events. For now, you could use a plugin such as JETI to accomplish this.

            Andrew B added a comment - I think this is probably wider than the Service Desk product, being able to have different email templates used to email different groups (i.e. developers versus end-users) on issue events. For now, you could use a plugin such as JETI to accomplish this.

            Jabari Deng added a comment -

            may be best way is there have a option.

            Jabari Deng added a comment - may be best way is there have a option.

              Unassigned Unassigned
              e37398bdbb01 Jeremy Neuharth
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                Created:
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