Page Comparison

Feature overview

...

Open Jira Service Management tickets on behalf of a sender and enable them to track their email request via the Service Management portal.

...

• 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”

...

• 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.

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

  Status
  colour Yellow title MS 365 ADMIN TO DO

  or

  Status
  colour Green title USER TO DO

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”)

...

...

• Jira Cloud, (Server/DC needs to be publicly available)

• Microsoft 365 (requires log-in)