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Select the (support) email in your inbox → Go to the ribbon → Click on “New issue” → A dialogue opens (same as with “create new issue”)
Now select the “JSM project” (following fields change & are partially preselected) → Choose a suitable “request type”
Choose on which behalf the ticket/issue should be created → Click on “On behalf of” → Scroll through the dialogue & add information → When finished click “Submit”
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Remove the permission “Modify reporter” for your agents in Jira Service Management. This will disallow raising issues on behalf of customers.
Change the default template for the “Reporter” field from <SENDER> to <USER>. This will auto-fill the current user of the Outlook add-in to be used as reporter by default.
Use the issue type instead of the request type to create new issues.
Manually remove the value for the “On behalf of” field when creating an issue.
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Feature requirements
In order to create new Jira tickets on behalf of a customerissues based on email content in Outlook, the following set-up and configuration needs to done:
Step 1: Activate email feature in the admin settings
Status colour Blue title JIRA ADMIN TO DO Step 2: Decide on Outlook add-in (Office vs. COM add-in)
Status colour Yellow title MS 365 ADMIN TO DO Step 3: Install the Outlook add-in
orStatus colour Yellow title MS 365 ADMIN TO DO Status colour Green title USER TO DO
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Jira & Microsoft deployment
Create issues (on-behalf-of)
Jira Cloud, Jira Server and & Data Center
Microsoft 365 & MS Exchange
Email sharing (creating tickets “on behalf-of”)
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Picture 2, below area)
Jira Cloud,
(Server needs to be publicly available)Status colour Yellow title JIRA SERVER COMING SOON Microsoft 365 (requires log-in)
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