Hey dgm, I've created JSD-837 to add the ability for regex configuration in the new mail handler. You can add yourself as a watcher on that to be notified of any updates.

As jhuynh mentioned, this only resolves issues created from email, so I created https://jira.atlassian.com/browse/JSD-830 to track progress for Issues Created through JIRA directly.

Using traditional Mail Handlers, you can use regex to strip off the content you don't want so the comment that's added is cleaner. Is there a way to do that with the new Service Desk mail handler?

Is there a way for customers to add comments via email on their service desk portal tickets? Without giving them the permission to create new issues via email?

Our customer tickets have certain fields we want to keep required, which prevents us from using the email channel; however we want to give customers the ability to add comments to JIRA service desk notification emails via email. Is this possible?

Hi guys, thank you for your patient. This feature is now available with Service Desk 2.0 release. Please follow this link on how you can setup email channel https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel
Looking forward to hear your feedback.

Any updates on this ticket? We want to use the portal but this limitation is problematic to the help desk staff.

Any updates to this?

I have set up post functions to handle Customer Request Type, but issues created via email are not showing in My Requests, although they are visible from the service desk side when I enter the URL (i.e. https://x.atlassian.net/servicedesk/customer/portal/*portal number*/ISSUEKEY).

There's a better workaround in https://jira.atlassian.com/browse/JSD-126 I think

As a temporary workaround, we've granted users the Create Issue, Add Comment, and Add Attachment permission to the project. This is a stop-gap measure to allow users to submit emails through email, but has the undesirable side-effect that they can now create issues using the "create issue" button and modify fields that otherwise they could not through the Customer Portal.

Here's to hoping a solution is coming soon for this one...

Hi, Our organization uses OnDemand and is new to service desk. We have 2 related use cases. Please let me know if this fits into this ticket or belongs on its own or with another ticket.

Currently, we have our customers login to the portal to create a request. It would be great to allow them to create tickets purely through email and have it show up on their customer portal.

2nd use case: Customers receive emails on their service desk requests when internal users comment or change statuses; often we need feedback from the client, and would love if they could respond via email and have this show up as a comment on their customer portal request, instead of having to log back into the customer portal and comment there. Some of our clients are on mobile and would therefore have a much easier time responding via email than logging into the customer portal on their phone.

Any and all help would be greatly appreciated!

Thank you!

Hi Guys, we hear you and we are working on an email to ticket solution which will be available soon.

Any update on this one? I'm running into the same challenges with our customers. I posted https://answers.atlassian.com/questions/308468/what-s-the-best-way-to-handle-service-desk-requests-submitted-outside-the-customer-portal#, which summarizes our situation.

Since many of our customers call in issues (and we create the issue) it is important to us that they can add comments to their issue in the customer portal. We also want to restrict all JIRA users who are not JSD Technicians to use the customer portal so they are not changing other areas of the ticket.

Do you have an ETA on when this will be fixed? I know 1.2.6 was just released and this was not resolved in that release. Are we waiting 1, 3, 6 months for this to be addressed?

Here is my requirement and please check how this fits in this issue.

Customer Perspective
As a customer, I want to use only my email for communicating my application issues to support mail id and I want to receive any support or reply only based on the original email I have communicated so that it will be easy for me to track my issues.

Service Desk Analyst Perspective
As a Service Desk analyst, I want to use Jira to track my issues, responds to users, track the Response time SLA’s, Resolution SLAs so that it will helps me track all the issues in the Jira itself rather than working on using email as well as Jira as a redundant activity.

Hello,

Having an issue with setting up Outbound Email. I get the error:

Unfortunately no connection was possible. Review the errors below and rectify:
No supported authentication mechanisms were proposed by the server. Either the server requires TLS to offer authentication or no authentication is required and you should clear username and password or the server is misconfigured.

I'm using my username and password to login. I know it works because I can login into webmail on that server. Any ideas what could be wrong?

helen1,
For on demand:

• Install JIRA Suite Utilities
• Set up a Workflow Post Function for the Create Transition that edits a custom field
• Select the Customer Request Type field
• Set a value of: projectkey/issuetype (for instance mine was zen/request)
  • If you're unsure of this value, export an issue you made through the customer portal to excel with all its fields. Look for the value under Customer Request Type
  • You can also look at the URL of the issue type in your customer portal, for instance https://example.com/servicedesk/customer/zen/create/request

This also fixes the Create KB Article button.

For download users, this issue is easy to solve with the relatively new Jira Automation plugin. Here is the rule we added that sets a Issue Type if it is blank:

Service Desk Issue Created

Trigger
Type: Issue Event Trigger
JIRA Issue Event: Issue Created
JQL expression: project = PROJECTKEY and "Customer Request Type" is EMPTY

Actions
Edit Issue Action
Edit fields: customfield_00000=projectkey/issuetype
Send notification?: No

Does anyone know or can suggest a workaround for JIRA ondemand?

Yes I found that last week. Forgot to come back and post it.

Thanks,

Justin

@Justin have you see the how to?

• https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk

We use JEMH for our incoming email. Service Desk must work with ticket creation via email that way for it be be of value to us.

the problem is that issue type shell affect the CR type.

for me i've solved like this but it doesn't cover every situation
in the creation status i've added a workflow action that send to itself.
during issue creation post funciont i've added a script that trigger the action created before
the action that is triggered after issue creation set the CR field to "projectkey/issuetype"

in my customer portal i've the same issue type

tuomas.tokola we are succesfully using the automation configuration with:

Issue event trigger->Issue created event and JQL like: project = test
Edit fields action-> customfield_XXXXX=test/test

The id of the customfield can be found in customfields configuration screen. Hopefully this works for you.

another problem is to have the same notification mail as service desk

I use actual value, but update didn't work. Customer Request Type stay empty.

My configurations is:
TypeJQL Filter Trigger
JQL expression: project = test AND "Customer Request Type" is EMPTY
Limit results
CRON schedule*/5 * * * * ?
Actions
EDIT ISSUE ACTION
Edit fields: Customer Request Type = test/test
Send notification?No

It has to match an 'actual' value. Make the field visible on your default screen to see what values are used.

I tested the JIRA Automation plugin. What should I write to "Edit fields"? I tested "Customer Request Type"=test/test , but it didn't work.

My solution to this problem is to have a postfunction adding a comment that this issue was not opened through Service Desk (on creation of the issue).
The internal custom field "Customer Request Type" is only filled if the issue was created through ServiceDesk.
With the script runner plugin and we can do something like

CustomField cf = cfManager.getCustomFieldObjectByName("Customer Request Type")


if (issue.getCustomFieldValue(cf)==null){
	commmgr.create(issue, user.getName() , "(!) *Issue was not opened through Service Desk* (!)", true)
	issue.store();
}

It's also possible to use JIRA Automation plugin (https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin) to associate issue to particular Customer portal by configuring "Issue Trigger" and "Edit Issue" action. Please note this is not officially supported plugin.

We also would like to be able to associate tickets created internally in JIRA or through email handler to a particular Customer Portal.

The other issue we face is multiple customers opening requests for the same project and they need to be able to keep track of each other's requests.

@tef,

That was an assumption, but turns out the SLA counter doesn't get reset automatically.
Maybe the SLA fields can be reset manually (via another post function), will be looking into that soon

Cheers,

Ben

Ben can u explain more this?

The global transition reverts the issue status to a value that reset our SLA counters.

Hi rlopez.garcia,

We ended up solving it via workflow, using a global transition with popup screen in which the user can select the target PORTKEY/FORMKEY (done via kepler's databasecustomfield plugin), and sync the value into the "Customer Request Type" field afterwards.

I hoped that using a global transition would revert the issue status to a value that reset our SLA counters (but it doesn't).

This also allows us to move issues to a different project & correct the portal settings afterwards

Cheers,

Ben

Yes, I was also able to use the Jira Suite Utilities to update the Customer Request Type field on with a post function on issue creation and that is working.

Next step is figure out how to edit the servicedesk email template.

Thanks Andy, Your fix worked for us. I think Atlassian really need to fix this!

Hi Ben!

I need more info about this possible workaround via groovy script for set the necessary values after issue creation for set visible this issue in the customer portal view on SD.

I did receive a tip about a possible workaround via groovy script (see scriptrunner extension), not sure if a REST call would also allow to set the involved fields.
While I haven't been able (yet) to try out myself, it might be worth looking into this if the problem is urgent for you.

I still have to say that this ISSUE have to be solved by JIRA ON DEMAND TEAM. I think that is a basic feature for a servicedesk product!
Can somebody assign this issue to someone ??
It's more than one month that was opened and still no assegne !!
REgards
P.

pls open a support case, will see if I can help; https://thepluginpeople.atlassian.net/browse/jemh

nope. does't work. request was created. field is initialized, but no current requests in my SD home
maybe cause of russian letters in request type its "sd/проблема"

Its doable in JEMH, here is a How to doc, covering the steps needed to pre-seed that custom field.

• https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk

+1
have JEMH, have SD, want integration by default

Unfortunately I use a JIRA On Demand Istallation and this plugin :
This add-on is not available for OnDemand.

I think that this have to be solved by JIRA Development team....
THX
P.

It can't currently be done with default handlers. JEMH can setup the Customer Support Type for issues created by email, see link (and a video of operation) above.

UPDATE: The Issue opened by mail can't be managed (changed/viewed) by Servicedesk Web Interface (Customer Portal).
Anyway, if a Customer open an ISSUE from customer portal, this ISSUE can be managed EVEN by mail.
This is because the ISSUE open from customer portal have the field "Customer Support Type" filled correctly.
The Issues open by mail instead, have this field empty!
Can be possible that anybody still take care of this problem until now ???
PLEASE HELP!!
P.

JSD-125 I see that the SLA fields are not updated when when issues are created through either the JIRA UI or by email.

My bad, I figured out the detail; JEMH can do this by setting the Default Custom Field value Customer Request Type to be something like test/default001, this results in population of the custom field (you can edit the custom field to include it on the default screen so you can see it) it is then just required that the issue be assigned to an individual to show up on a queue.

update: I've just added a How To which shows the steps necessary to do this, and the result of integrating email users with Service Desk.

i tried to increase prio, but could not

also..

• the above mention that case 1 is solved by JSD-51 seems inappropriate to me
• nobody assigned is a cause for concern..
• the initial ideas about possible workarounds are currently not working, since the involved field is hidden and cannot be modified via JIRA

Hi!
is it possible to increase the priority of this issue ??
For my point of view a servicedesk user that cannot seee ISSUEs relatet to his project is a big problem...
In addiction , even ISSUEs collected by "exterlan site form" collector are affected.

Regards
P.

It sounds like case 1 would be handled by JSD-51.

There needs to be some default request type that everything in a project gets assigned to that doesn't come in via the portal so that they are visible in the customer portal, that would handle things coming in from the regular Jira screens and from email, etc. If there was a way to set a default value for the Customer Request Type, that would solve the problem.

Main input channel for sevice requests will remain email. Actually the current licence policy for JIRA Service desk pushes the email channel even stronger. Thus it is even more important to map emails to customer request types afterwards.

thanks all for the info.. this custom field seems to have been protected from editing, bulk updates etc.. even for JIRA Admins
pity that effort goes into such 'features' while the product remains incomplete on other counts

The problem is related to the field "Customer Request Type". For issues opened with Issue collector and by mail this field is non filled right ( $origin) instead of the right value