Service management integration
SINCE VERSION 6.2
Note: Email This Issue supports Service Management 2.3.x and later versions using Agent based licensing.
Email This Issue integrates with Jira Service Management in the following ways:
- Outgoing emails and event notifications support participants and internal comments.
- Email channels create requests from emails with full support of Email This Issue features.
- Customers are created from email senders.
- Participants are created from email recipients.
- Request status transitions upon comments are added via emails (eg. issues are moved to Waiting for Support or to Waiting for Customer)
Note: Email This Issue event notifications and mail handlers can substitute the corresponding Service Management components if you want to benefit from the several great features and enhancements.
The Service Management's Request Participants field is now available as recipients when sending out manual emails.
If a customer is added as a Request Participant, Email This Issue will send notification to the customer. Notification email has a predefined look and content, but a custom email template may be created.
If you want to customize the email, you must do the following:
1. Create a new template and select base template: Service Management Request Participant Added Notification.
2. Modify the template according to your needs. See below the variables you can use in the template.
3. Do not remove or modify the Category of the template, that must be Service Management Request Participant Added Notification.
4. Save the template
Email This Issue will look for a template with category Service Management Request Participant Added Notification. If a template is found in this category, it will be used to send notifications to participants, otherwise the default invitation template will be used.
Service Management Customer Organizations are supported in two ways:
- Organizations can be selected as recipients.
- Service Management requests created from emails are shared with the customer's organization. If the customer is not member of any organization or is the member of multiple organizations, the requests will be private for the customer.
The Jira Email This Issue Event notifications are superior to Jira's built-in Notification schemes, as they come with several extra features.
With the advent of Service Management Integration, the following improvements have been added:
- Event notifications can be sent to request participants. Simply select Request Participants as seen above.
- When adding an Internal Comment to a Service Management Request, the Email This Issue Event notification makes sure that the comment is not sent to customers unless customers were added to the recipients.
Go to OUTGOING EMAILS --> Notifications --> Event Notifications and click Edit next to the notification event you'd like to configure. As you can see on the picture below customers can either be included or not in the Recipients (To) field:
Mail Handlers can be used for processing incoming emails and turning them into Customer Requests in your Service Management. In addition to the features of the Service Management Email Channel, Email This Issue Mail Handler comes the following additions.
With Email This Issue it is possible to:
- Initialize issue fields
- Perform custom issue lookup for emails
- Execute workflow transitions
- Receive an auto-acknowledge receipt of emails
- Fire events upon processing the emails
- Use multiple split regex to cut off old content
The Email Channel is established via the Mail Handler Context set up with the processing strategy "Service Management : Create or Comment Customer Request".
Email This Issue Service Management integration respects the settings in your Service Management and does the following:
- If your Service Management 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 Jira Email this Issue will create users not customers
- If your Service Management is not open for public signup, and the sender email address is not recognized as a customer or Jira user, then request is created on behalf of the default reporter. This is different from Jira Service Management, that ignores these emails.
- If Request Participants are enabled, Jira Email This Issue adds customers to the issue as Request Participants.
- Jira Email This Issue executes Service Management workflow transitions when needed, for example it sets the status from Waiting for Customer to Waiting for Support and the other way around.
- If a customer leaves a comment via email and the request is in Waiting for Customer status, the issue transitions to Waiting for Support status.
- If an agent leaves a comment via email and the request is in Waiting for Support status, the request moves to Waiting for Customer status.
- Internal and public comments are supported.
- If a customer leaves a comment via email, a public comment is added.
- If an agent leaves a comment via email, a public comment is added (for example a Respond to Customer). It enables agents to respond to the customer via email without having to log into Jira.
- If collaborator leaves a comment via email, an internal comment is added, and Customers are not notified about it.
Important: 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 Management Project.
There are several additional mail handler parameters specific to Service Management processing strategy.
Customer Request Types
Select the Customer Request Type belonging to the Issue Type of the mail handler in the Service Management project. This customer request type will be set in the requests
Service Management Comment Visibility
Specify if the handler should always add Internal or Shared with Customers comments or resort to the default behavior.
When Customers are Created
Select the email template to notify newly created customers (if the Service Management is open for public signup). Templates based on the Theme: Service Management 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 Management Request Participants Added will be listed here.
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.
If Email This Issue Mail Handler is configured to execute workflow transitions while creating new issues or adding comments, you may experience an interference with those Service Management Automation Rules that execute workflow transitions when new issues are created or comments are added.
If you have such SD automation rules, make sure that Email This Issue and SD Automation do not attempt to execute the same transitions. Otherwise you may experience unwanted results. The issue is that SD Automation rules are executed asynchronously, so they might be complete before or after Jira Email This Issue executes the transition.
If SD Automation rules and Jira Email This Issue are both configured, prefer to keep the SD Automation rule for Jira Email This Issue to execute the transitions for which the SD automation is configured for.
If the service management portal is open for public signup and an unknown customer sends email, email this issue will create a new customer account and send an invitation email to the customer.
Invitation email has a predefined look and content. If you want to customize the email, you must do the following:
1. Create a new template and select base template: Service Management Customer Invitation.
2. Modify the template according to your needs. Make sure you do not remove the variable
$!invitationLinkfrom the email template. This variable renders the unique link that customers can click to accept invitation and complete their registration.
3. Do not remove or modify the Category of the template, that must be Service Management Customer Invitation.
4. Save the template.
5. Open the Mail Handler with Service Management Strategy and select the template in the When Customers are Created field.
Note: It is possible to configure different Customer Invitation templates for different service management in your Jira.