Documentation - edataconsulting
Contents
1. The available fields to customize are the same in all outbound templates e Subject The subject of the notification email that is going to be sent e Body The body of the notification email that is going to be sent Special words available When you use these words in your template they will be replaced with their corresponding value e ticketNo The ticket number associated with this issue e summary The summary of the issue e description The description of the issue e comment The comment that has just been added to the issue only available on Issue Commented Note if you selected HTML emails in General Settings you can add html tags to the Outbound templates Logging In the Log Section of the configuration you will be able to find messages that might be useful to detect problems with the plugin Email Helpdesk Configuration Services Lo g Filters Log Love Log pe e e ver nat sen ow nat General Log O Log messages older than a week will be automatically deleted License Delete License In this section of the configuration you can review you license status and if your license is not valid you will find a link to the license administration page Email Helpdesk Configuration Services i License management Filters Templates Your license is valid General You can manage your license here Log License License Details Status Valid developer evaluation license Plugin Key es edataunited2. Cancel ISSUE FEATURES Time Tracking Issue Linking USER INTERFACE Configure a Mail Handler The Helpdesk Mail Handler provided with the plugin is the responsible of handling the emails retrieved by the Incoming Mail Server In order to be able to add a Service we need to set up a Helpdesk Mail Handler To configure a Mail Handler follow these steps Log in as a user with the JIRA System Administrators global permission Go to the administration section clicking on the Administration link on the top bar Go to System gt Mail Select the Incoming Mail Tab Add an Incoming Mail Handler you should select the POP IMAP Mail Server you have just added and Helpdesk Mail Handler as the Handler eS edataconsulting S L U 13 Email Helpdesk for JIRA v1 0 Mail Handler Name Test Mail Handler server Test Incoming Mail Server Delay 1 Delay between running time in minutes Handler Helpdesk Mail Handler 7 Next Cancel Note that if you delete a Helpdesk Mail Handler associated with a Service it will stop working until you select a new Helpdesk Mail Handler for it Outgoing Mail Server An Outgoing Mail Server is needed to send notifications to external users for instance when an issue is resolved or commented an email will be sent to the user that originally created the issue Outgoing Mail server External User Configure outgoing mail Log in as a user with the JIRA System Admi
3. b Mail Handler the mail handler where we will get the mails from A mail handler is always associated with an incoming mail server and this incoming mail server is normally associated with a mail address c Reply To should be the same mail address associated with the mail handler d Sender Name the name that will appear as the sender of the notification emails sent to the user that originally created the ISSUE e Add attachments If Yes is selected attachments received from the user will be attached to the issue Max Size If attachments are enabled you can specify here the maximum attachment size h dataconsulting S L U Email Helpdesk for JIRA v1 0 Administration Q Search JIRA admin Projects Issues Usermanagement System Add ons ATLASSIAN MARKETPLACE Find new add ons Manage add ons Purchased add ons OSGi APPLICATION LINKS Application Links SOURCE CONTROL DVCS Accounts FishEye Configuration Perforce Job Integration BUILDS Bamboo configuration ISSUE COLLECTORS Issue Collectors EMAIL HELPDESK Configuration MONITORING Database Monitoring ADMIN HELPER Permission Helper Notification Helper Email Helpdesk Configuration Services r ivi New Service Filters ES Service ID Test Service General A Mail Handler Test Mail Handler Log License Reply To Email test fdree gmail com Sender Name Support Test Add attachments Yes No Max Size MB 10
4. czraconsutting Email Helpdesk for JIRA User Manual Authors Marco Galluzzi Natalio Sacerdote edataconsulting S L U ersion 1 Date 02 09 2014 User Manual 2 A ARA A ehe reali EQUICStant Gude estat E a Rada 12 IRTOQUCUIOA lt td ra AS AE DAS ca A iG ara ada e WISE CASS mir e AAA A A ANA ad Sil Astallalion acopiar ada ta VITA COMIQUEROS he nat aed aoe AS oe aha de I PUG GI GONG UFO start A AAA AA ete dae oan Saree He UMS ia eG ae pe te NS A A o Bas l 4 2 Generak96Hings data A AA ASS A tad aha A bated tea Aare ea TAS E R attend dE Ges Motta A uted Seg A A a AA TEMPS und A A AA ass ASOMO rt A A AAA A ER di TAG COINS Ce re A SEAN AAA iaa da O WOKNOIA IRA WANNE DUGIM rra SA da Ro MEmall MeIDOeSKISSUG panel scritta ad A AA AAA A AA 9 2 Isso panel aulomate acosa A AAA as t53 Communicating with the CUSIOMEN ista A AA AE Teva Escalating ISSUES 4d et AAA E A AA A A ds Email Helpdesk for JIRA v1 0 User Manual Quick Start Guide In this section you will find a quick guide to get you started using the plugin if you want to learn a little bit more before start please read the other sections of this document Step 1 Configure incoming mail Configuring incoming mail will allow you to receive emails and create issues from those emails 1 Log in as a user with the JIRA System Administrators global permission 2 Go to the administration section clicking on the Administration link on the top bar 3 Go
5. Accepted Email Service 1 Service 3 Global Filter If a global filter is combined with a service specific filter emails for this service are handled by the specific filter and the other emails go through the global filter Accepted Email seni Global Filter Service 2 Accepted Email Service 3 Filter gt Service 3 If only service specific filters are configured services without a specific filter defined will get the emails directly ama sei _ ET Accepted Email Service 3 Filter Service 3 Creating a Filter Email Helpdesk for Jira Configuration Services New Filter Filters Templates Scope Global Global chi Deny APPSUP _ Lo 9 Reject emails that match All El of the following conditions License Conditions Add Rule Apply To Expression Actions No Data Blacklist Allow Allow emails that match Any of the following conditions Conditions Add Rule Apply To Expression Actions No Data Whitelist Save Cancel The following options are available when creating a filter e Scope There are two options a global filter or a specific filter A global filter will be applied to any Service without a specific filter A specific filter will be only applied to the associated Service Note that you can only have one global filter and one specific filter per service e All Any When All is selected the received emails will have to meet all
6. Agent user added a comment the default action is Send Comment and the comment was sent by a notification email to the customer The customer replied the email With the ticket number in the subject and his comment was successfully added to the ticket Activity All Comments WorkLog History Activity 4 w Support Agent added a comment 02 Jan 14 1 52 PM Public Comment Could you please give some more details v F External Users added a comment 02 Jan 14 1 54 PM _ Public Comment _______ Of course When try to log in receive an error invalid username John Customer Email Helpdesk for JIRA v1 0 Escalating issues In order to escalate de escalate an issue the buttons located in the Email Helpdesk issue panel should be used When one of these buttons is clicked the target project where the issue should be moved to will be asked and also optionally a comment can be added to the issue at this screen Escalate Issue Project Please select a project Please select a project Comment Escalate Cancel edataconsulting S L U 26
7. Handler Mail Handler Name Test Mail Handler Server Test Incoming Mail Server Delay Delay between running time in minutes Handler Helpdesk Mail Handler 7 Next Cancel 7 Your configuration should look something like this YJIRA Dashboards Projects Agile Administration 2 Search JIRA admin Projects Issues Usermanagement System Add ons General Configuration Incoming Mail Find More Admin Tools POP IMAP Mail Servers TROUBLE SHOOTING AND SUPPORT The table below shows the POP IMAP mail servers currently configured for JIRA System Info A The mail system property mail mime decodeparameters is not set to true This may result in e mail attachments with non Latin filenames being ignored See the documentation for details Instrumentation Integrity Checker Name Details Logging amp Profiling Test Incoming Mail Server Host pop gmail com Scheduler Details Username test fare Audit Log Add POP IMAP mail server ATLASSIAN SUPPORT TOOLS Atlassian Support Tools SECURITY Mail Handlers Roles The table below shows the mail handlers currently configured for JIRA Global Permissions Password Policy Handler Name Type Server Project Issue Type Properties User Sessions Test Mail Handler Test Incoming Mail Server Unknown Helpdesk Mail Handler pop gmail com Remember My Login Whitelist Add incoming mail handler ISSUE FEATURES Time Tracking Step 2 Configure outgoing mail Configuring outgoing mail
8. the Deny conditions in order to be rejected If Any is selected the email will have to meet just one of the Deny conditions in order to be rejected e Deny Conditions List of conditions a condition consists of e Name An identifier for the condition e Apply to Three options are available e Sender From this condition will be applied to the sender email address e Subject this condition will be applied to the subject of the email e Body this condition will be applied to the body of the email e Expression A Java regular expression Learn more e Blacklist mail address list that have to be blocked The semicolon is used as separator e All Any When All is selected the email will have to meet all the Allow conditions in order to be accepted If Any is selected the email will have to meet just one of the Allow conditions in order to be accepted e Allow Conditions List of conditions a condition consists of e Name An identifier for the condition e Apply to Three options are available e Sender From this condition will be applied to the sender email address e Subject this condition will be applied to the subject of the email e Body this condition will be applied to the body of the email e Expression A Java regular expression Learn more Whitelist mail address list that have to be accepted The semicolon is used as separator Logic There are four possible ways to set up a Filter with deny and allow rules
9. to be able to interact with JIRA including users without a JIRA account Filter received emails Automatically notify external users when issue is resolved created or commented Issue escalating de escalating Communication between support and user through issue comments Customizable notification emails OuR WD Incoming Mail Handling Incoming Mail Server In order to be able to receive emails in Jira an incoming mail server needs to be configured and a Mail Handler assigned to it is also needed The Incoming mail server has the information to retrieve the emails and the Mail Handler determines what to do with them Email Helpdesk provides a Mail Handler Helpdesk Mail Handler Helpdesk Mail Handler will create or comment issues based on the received emails N ZN A wn il di Custome Incoming Mail __ Helpdesk Mail First Level i lr mah Issue _ Server i A Support i M Pai Service When an email from a customer is received and the Helpdesk Mail Handler is about to create or comment an issue from this email it needs some information to perform this task for example in which project the issue will be created or who will be the assignee This information is stored in the Service Filters Filters are used to reject emails based on rules that we can set up it is also possible use them to accept emails we will talk about them later on this document Refer to the Filters section Process summary When a
10. will allow the plugin to send automatic notification emails when an issue event is triggered If you already have configured outgoing mail you can skip this step Log in as a user with the JIRA System Administrators global permission Go to the administration section clicking on the Administration link on the top bar Go to System gt Mail Select the Outgoing Mail Tab Add a SMTP Mail Server and make sure Outgoing mail is enabled ci edataconsulting S L U O w Operations Edit Delete Operations Edit Delete Email Helpdesk for JIRA v1 0 Af GS YJIRA Dashboards Administration Projects Agile Q Search JIRA admin Projects Issues User management System Add ons General Configuration Find More Admin Tools TROUBLE SHOOTING AND SUPPORT System Info Instrumentation Integrity Checker Logging amp Profiling Scheduler Details Audit Log ATLASSIAN SUPPORT TOOLS Atlassian Support Tools SECURITY Roles Global Permissions Password Policy User Sessions Remember My Login Whitelist ISSUE FEATURES Time Tracking Issue Linking USER INTERFACE Outgoing Mail When enabled and configured JIRA will be able to send emails to users SMTP Mail Server The table below shows the SMTP mail server currently configured for JIRA Name Details Test Outgoing Mail Server From Prefix Host SMTP Port Username Step 3 Add a new Service The Service is the place wher
11. First Level Project Project Key Assignee Reporter Show Email You must add at least one First Level Project Second Level Projects Project Key Assignee Show Email Default action on comment No Data Third Level Projects Project Key Assignee Show Email Default action on comment No Data Save Cancel Default action on comment Actions Actions Actions Add Add Add 7 You must add a First Level Project a First Level Project is required in order to get the issues created with the specified options you will be asked for a Project Key The key of the project where we want the issues to be created b Assignee The default user the created issues will be assigned to c Reporter The user we want to be the reporter of the new issues this user will be also the author of the external comments received d Show Email If Yes is selected the user email will be displayed in the view issue panel e Default action comments If Send is selected when we comment an issue this comment will be send to the user by default we should specify that is an internal comment in order to not send it Add Project to First Level Project Key TEST Assignee supportagent Reporter internetusers Show Email Y Yes No Default action on Send Donotsend comment Add 8 Now you can save the Service and you will be redirected to the Service list page edataconsulting S L U Cancel YJIRA Dashboards Iss
12. Instrumentation Integrity Checker Logging amp Profiling Scheduler Details Audit Log ATLASSIAN SUPPORT TOOLS Atlassian Support Tools SECURITY Roles Global Permissions Password Policy User Sessions Remember My Login Whitelist ISSUE FEATURES Time Tracking Issue Linking USER INTERFACE Add POP IMAP Mail Server Use this page to add a new POP IMAP server for JIRA to retrieve mail from A The mail system property mail mime decodeparameters is not set to true This may result in e mail attachments with non Latin filenames being ignored See the documentation for details Name The name ofthis server within JIRA Description Service Provider Custom Protocol POP v Host Name The host name of your POP IMAP server POP IMAP Port Optional The porto use to retrieve mail from your POP IMAP account Leave blank for default defaults POP 110 SECURE_POP 995 IMAP 143 SECURE_IMAP 993 Timeout 110000 Timeout in milliseconds 0 or negative values indicate infinite timeout Leave blank for default 10000 ms Username The username used to authenticate your POP IMAP account Password The password for your POP IMAP account Test Connection Add Cancel 6 Add an Incoming Mail Handler you should select the POP IMAP Mail Server you have just added and Helpdesk Mail Handler as the edataconsulting S L U Email Helpdesk for JIRA v1 0
13. be moved to In any moment we can click on Cancel so no changes will be performed When w e click on save button then new service appears in the Service List page Note that if you delete a Helpdesk Mail Handler associated with a Service it will stop working until you select a new Helpdesk Mail Handler for it Tem plates Templates allow you to customize the way the received email content is used inbound templates and the way the email notifications are created outbound templates Inbound templates Email Helpdesk Configuration rar sli Inbound Templates Filters Templates Issue Creation Issue Commented General Summary ISsubject Log A License Description sbody Comment body Inbound Templates subject The subject of the incoming email e body The body of the incoming email When an email is received there are two possible actions to perform issue creation or comment the issue e Issue Creation it s used when an email is received and the plugin has to create a new ticket The available fields to customize are e Summary the summary of the issue that is being created e Description the description of the issue that is being created e Issue Commented it s used when an email is received and the plugin has to comment a ticket There is only one field to customize e Comment the comment that will be added to the issue Special words available When you use these words in your t
14. e the information needed to handle incoming emails is stored 4 2 3 4 test fdre gmail com JIRA smtp gmail com 465 test fdre Log in as a user with the JIRA System Administrators global permission Go to the administration section clicking on the Administration link on the top bar Go to Plugins gt Support System Admin Select the Services Tab IRA Dashboards Projects gt Agile Disable Outgoing Mail Operations Edit Delete Send a Test Email Administration Q Search JIRA admin Projects Issues Usermanagement System Add ons ATLASSIAN MARKETPLACE Find new add ons Manage add ons Purchased add ons OSGi APPLICATION LINKS Application Links SOURCE CONTROL DVCS Accounts FishEye Configuration Perforce Job Integration BUILDS Bamboo configuration ISSUE COLLECTORS Issue Collectors EMAIL HELPDESK Configuration MONITORING Database Monitoring ADMIN HELPER Permission Helper Notification Helper Email Helpdesk Configuration ot Service List Filters Templates Add Service General Name Mail Handler Log License 5 Click on Add Service button 6 The New Service form will appear and you will see the following fields a Service ID An identifier for this service the ticket number format will be ServicelD 1 ServicelD 2 and so on A You do not have any service configured yet click on Add Service to begin Reply To Email Actions
15. emplate they will be replaced with their corresponding value e subject the subject of the received email e body the body of the received email Outbound templates Outbound Templates Issue Created Issue Commented Subject Ticket no SticketNo created Subject Ticket no SticketNo commented Body Your ticket has been created Body Your ticket has been commented successfully You can add comments comment on this sending us an email with the ticket number in the subject Issue Resolved Issue Commented Notification Subject Ticket no SticketNo resolved Subject Ticket no SticketNo comment added Body Your ticket has been resolved Body Your comment has been successfully added to your ticket no SticketNo Save templates Default values Cancel When an issue event is triggered and the plugin is about to send a notification email the outbound templates are used there are four outbound templates available to customize Issue Created it s used when a new ticket is being created in order to inform the user about the issue creation Issue Resolved it s used when a ticket is being resolved in order to inform the user about the issue resolution Issue Commented it s used when a ticket is being commented in order to inform the user about the comment that has just been added e Issue Commented Notification it s used when a user comment is added to a ticket in order to inform the user that it was successfully added
16. he plugin a ticket number is assigned to it this ticket number helps identifying this issue even if we move it across different projects si gt e EN 6 Ticket number H Ticket number i UL SERVICE 1 mb A q y gt Issue ABC 1 Escalate Issue Issue DEF 1 Service Relation A Service needs to be always associated with a Helpdesk Mail Handler in order to properly work We can have more than one Service all of them should be associated with a Mail Handler Note that if we didn t create any Helpdesk Mail Handler or there are no available all assigned to a service already Helpdesk Mail Handlers then we can t add a new service If you want to learn how to add a Helpdesk Mail Handler please refer to the Jira Configuration Section Incoming Mail Server 1 Helpdesk Mail Handler 1 Service 1 Reply To Incoming Mail Server 2 Helpdesk Mail Handler 2 Service 2 Incoming Mail Server 3 Helpdesk Mail Handler 3 Service 3 Jira only allows one Outgoing Mail Server to be configured that s why the plugin needs a Reply To field Incoming Mail Server il Service 1 a l ex com a Reply to dd2 ex com Incoming Mail Server 2 Service 2 rg n Reply to add3 ex com add3 ex com Incoming Mail Server Service 3 Reply to smtp ex com Outgoing Mail Server When the plugin sends an email it s sent from the only Outgoing Mail Server available and fro
17. itelisted 2 The plugin will reject the email because it wasn t allowed by the allow conditions whitelist Empty Filter If an empty filter is created the emails will always pass the filter This can be useful when we want a service to get all incoming messages without the global filter interfering General Settings There are some extra options that can be configured in the General Settings section e Reject automatically generated emails If this option is enabled the plugin will try to determine if an email was generated automatically and reject it e HTML emails Text emails outgoing mail format if HTML selected you are allowed to insert html tags in the Templates section e Internal External Comment Mark Expression used to specify whether a comment is Internal or External Email Helpdesk Configuration Services General Settings Filters Templates a Reject automatically generated emails General Email format HTML emails Text emails Log Private Comment Mark PRIV License Public Comment Mark PUB Save Default values Cancel Services When an email from a customer is received and the Helpdesk Mail Handler is about to create an issue from this email it needs some information to perform this task for example in which project the issue will be created who will be the assignee or if the attachments should be added to the issues This information is stored in the Service Ticket Number When an issue is created by t
18. low a b d e f Ticket The ticket number associated with this issue you can also find it labelled to the issue Default Action The default action when commenting this issue Send Don t Send the comment as an email to the user who created the ticket the one who sent the email in the first step Expression to Send not Send The expression we should start our comment with in order to be sent not be sent as an email to the user who created the ticket the one who sent the email in the first step Examples I this is an internal comment Q this is a public comment User email user mail address that originated this ticket or XXXXXX depending on the option chosen when the Service was configured specifically the Show email option of the First Level Project Ticket Level The current support level of this ticket when the plugin creates a ticket it s automatically assigned to the First Level The possible values are First Level 1 Second Level 2 or Third Level 3 Link Escalate De Escalate issue This links should be used to move the issue through the support levels 5 Check the Default Action and the Expression to Send not Send in the Panel and then write a public comment in the issue You should receive an email notification sent to the mail address of the user who originated this issue with the comment It may take a while 6 Reply to the email you have just received make sure that the Ticket is on the s
19. m the associated address smtp ex com in the example in order to get the reply emails in the correct inbox add1 Wex com add2 ex com or add3 ex com the plugin allows you to configure a reply to address If you configure a reply to address different from the one associated with the selected mail handler your customers replies will not be received appropriately Reporter Normally it s good to have a separate user for being the reporter of the issues created by the plugin this user will also be used to comment the issues As a recommendation in order to be able to identify the actions performed by the plugin quickly you could name the user customers externalUser or emailUser Creating or Editing a Service These are the fields stored in a Service Administration A Search JIRA admin y Projects Issues ATLASSIAN MARKET Find new add ons Manage add ons User management System Add ons Email Helpdesk Configuration PLACE Services New Service Filters Purchased add ons OSG APPLICATION LINKS Application Links SOURCE CONTROL DVCS Accounts Templates Service ID Test Service General Mail Handler Test Mail Handler Y Log License Reply To Email test fdre gmail com Sender Name Support Test Add attachments 9 Yes No Max Size MB 10 FishEye Configuration Perforce Job Integ BUILDS Bamboo configura ISSUE COLLECTORS Issue Collectors EMAIL HELPDE SK Configuration MONITORING rati
20. matic actions There are basically two automatic actions that the plugin will perform for you Create issues tickets when you receive emails in the address you have specified For example If you configure the plugin to listen on address support example com and your first level support project is TEST then when you receive an email on support example com inbox an issue will be created on the TEST project More information about how to configure the plugin is available at our Jira Configuration section and also our Services section Send an alert email to the user who originated the issue ticket when you resolve the issue For example we are working on the issue TEST 1 which was created by our customer with email customer example com when we resolve issue TEST 1 an email will be sent to customer example com informing about this status change The notification sent can be configured at Templates configuration Communicating with the customer Comments Area The comments area is where the communication with the customer takes place the comments sent to the customer are marked as Public Comment In order to make public or private comments we should take into account the information displayed in the Panel If a customer wants to add a comment he has to send an email to the service mail address with the Ticket in the subject of the mail and from the mail address that originally created the issue In the example the Support
21. me project but we configured a different assignee per level Example screenshot configuration All the tickets received will be assigned to the first level assignee and then he can decide to escalate this issues to the next level the issue will remain in the same project but the assignee will change This scenario is useful if we want to have different levels of support but we only want to use one project for this support system N people 1 Project Use Case a issues gt Level N PROJECT SUPPORT Issues Here we have an example of how we could work if we want many people to work on the same level of support We should make one of them the default assignee of the received issues then he will be the responsible of the work distribution to the other employees assign the issue Example screenshot configuration m support product N com N products N Services Use Case support product A com Issues 4 PRODUCT A PRODUCT N BASIC BASIC SUPPORT SUPPORT ASSIGNEE ASSIGNEE FTA N 2 PRODUCT A PRODUCT N TECHNICAL TECHNICAL SUPPORT SUPPORT ASSIGNEE ASSIGNEE Issues When we have many products and we want to provide support for them we can choose a configuration like this one We configure as many incoming mail servers as products we want to support and then we configure a service for each of this incoming mail servers Example screenshot configuration N products 1 Service Use Ca
22. n email is received the plugin first checks if the email passes the defined filter note that defining a filter is optional the plugin proceeds to check if it should create a new issue or comment an existing one When the plugin creates an issue the issue will have some extra information associated to it it will have a ticket number and the email address of the user who sent the email New Issue Service Comment atte Accepted Incoming Mail Email Helpdesk Mail First Level Server i Handler Project Customer Email a Second Level Project Third Level Project Outgoing Mail Server An Outgoing Mail Server is needed to send notifications to external users for instance when an issue created by the plugin is resolved or commented an email will be sent to the user that originally created the issue Outgoing Mail External User Server Use cases Different scenarios and configurations will be described In this section as examples that might be useful Simple Use Case support myproduct com P i i AS ra 7 Emails PROJECT I SUPPORT ASSIGNEE In this example we have configured an Incoming Mail Server to listen on address support myproduct com Check Jira Configuration to learn how to do this We also have configured one first level project in our service Visit Services section to learn more With this configuration all emails received on support myproduct com will be crea
23. nect and retrieve emails from our email account To configure an Incoming Mail Server follow these steps 1 Log in as a user with the JIRA System Administrators global permission 2 Go to the administration section clicking on the Administration link on the top bar 3 Go to System gt Mail 4 Select the Incoming Mail Tab Email Helpdesk for JIRA v1 0 YJIRA Dashboards Projects Agile Administration 2 search JIRA admin Projects Issues Usermanagement System Add ons General Configuration Incoming Mail Find More Admin Tools POP IMAP Mail Servers TROUBLESHOOTING AND SUPPORT You do not currently have any POP IMAP servers configured System Info Add POP IMAP mail server Instrumentation Integrity Checker Logging amp Profiling Scheduler Details Mail Handlers Audit Log You do not currently have any mail handlers configured ATLASSIAN SUPPORT TOOLS Atlassian Support Tools Add incoming mail handler SECURITY Roles Advanced Configuration Global Permissions Advanced mail loop detection Password Policy This section provides configuration option for advanced mail loop detection When JIRA will be processing emails it will keep track of messages from unique senders Once the Messages Threshold is reached User Sessions JIRA will handle these messages as Bulk Remember My Login Whitelist Messages 0 Threshold TT ISSUE FEATURES Whitelisted Domains Time Tracking Issue Linki
24. ng Save USER INTERFACE 5 Add a POP IMAP Mail Server Learn More YJIRA Dashboards Projects Agile Administration Q Search JIRA admin Projects Issues Usermanagement System Add ons General Configuration Add POP IMAP Mail Server Find More Admin Tools Use this page to add a new POP IMAP server for JIRA to retrieve mail from TROUBLE SHOOTING AND SUPPORT A The mail system property mail mime decodeparameters is not set to true This may result in e mail attachments with non Latin filenames being ignored See the documentation for details System Info Name Instrumentation The name of this server within JIRA Integrity Checker Description Logging amp Profiling Service Provider Custom v Scheduler Details Protocol POP v Audit Log o Host Name ATLASSIAN SUPPORT TOOLS The host name of your POP IMAP server Atlassian Support Tools POP IMAP Port Optional The portto use to retrieve mail from your POP IMAP account Leave blank for default defaults POP 110 SECURE_POP 995 IMAP 143 SECURE_IMAP 993 SECURITY o gt Timeout 49000 Roles Timeout in milliseconds 0 or negative values indicate infinite timeout Leave blank for default 10000 ms Global Permissions Username Password Policy The username used to authenticate your POP IMAP account User Sessions Password Th fi POP IMAP t Remember My Login e password for your PO accouni Whitelist Test Connection Add
25. nistrators global permission Go to the administration section clicking on the Administration link on the top bar Goto System gt Mail Select the Outgoing Mail Tab Add a SMTP Mail Server and make sure Outgoing mail is enabled VS VON edataconsulting S L U 14 YJIRA Dashboards Projects Agile Administration Q Search JIRA admin Projects Issues Usermanagement System Add ons General Configuration Outgoing Mail Disable Outgoing Mail Find More Admin Tools When enabled and configured JIRA will be able to send emails to users TROUBLESHOOTING AND SMTP Mail Server SUPPORT The table below shows the SMTP mail server currently configured for JIRA System Info Instrumentation Name Details Operations Integrity Checker Test Outgoing Mail Server From test fdre gmail com Edit Delete Prefix JIRA Send a Test Logging amp Profiling Email Host smtp gmail com Scheduler Details TPP 465 SM ort Audit Log Username test fdre ATLASSIAN SUPPORT TOOLS Atlassian Support Tools SECURITY Roles Global Permissions Password Policy User Sessions Remember My Login Whitelist ISSUE FEATURES Time Tracking Issue Linking USER INTERFACE Plugin configuration Filters Filters are used in order to reject emails based on user defined criteria the plugin gives you the option to set up a service specific filter or a global filter When only a global filter is set every email go through this filter
26. on First Level Project Project Key Assignee Reporter Show Email Default action on comment Actions tion You must add at least one First Level Project Second Level Projects Project Key Assignee Show Email Default action on comment Actions No Data Database Monitoring ADMIN HELPER Permission Helper Third Level Projects Project Key Assignee Show Email Default action on comment Actions Notification Helper No Data Save Cancel Service ID An identifier for this service Note that ticket number format will be Service D 1 ServicelD 2 and so on Mail Handler The mail handler associated with this Service Only Helpdesk Mail Handlers that are not already selected in other service will be displayed in the list If you want to learn how to add a Helpdesk Mail Handler please refer to the Jira Configuration Section If we delete the Service the selected mail handler will be again available to be selected by the other services Reply To It should be the same mail address associated with the mail handler If you configure a reply to address different from the one associated with the selected mail handler your customers replies will not be received appropriately Sender Name The name that will appear as the sender of the emails sent to the user that originally created the issue Add attachments If Yes is selected attachments received from the user will be attached to the issue Max Size If attachments are enabled you can specify he
27. re the maximum attachment size First Level Project The project where the issues will be created automatically when an email is received here it s also stored some information about the plugin behaviour e Project Key The key of the project where we want the issues to be created e Assignee The default user the created issues will be assigned to e Reporter The user we want to be the reporter of the new issues this user will be also the author of the external comments received e Show Email If Yes is selected the user email will be displayed in the view issue panel If you want to learn more about this panel please visit the Using the Plugin Section e Default action comments If Send is selected when we comment an issue this comment will be sent to the user by default we should specify that is an internal comment in order to not send it If you want to learn more about how to specify public internal comments please visit the Using the Plugin Section You can also add Second and or Third Level Projects this will allow you to move the tickets between the levels using escalate de escalate buttons Note also that only one project can be added in the First Level Project However we can add as many projects as we want to the 2 and 3 Y Levels with the only condition no duplicated projects in the same Level If you have more than one project in a Level when escalating de escalating you will be asked which project you want the issue to
28. se Level 1 support mycompany com Emails gt GENERAL SUPPORT ASSIGNEE Level 2 PRODUCT A PRODUCT N SUPPORT DOC SUPPORT ASSIGNEE If we want to support many products but we just want to use one email address we can configure the plugin to work like this example One incoming mail server must be configured and we must create one service for it in the first level project we will have a general support project and in the second level we will have specific support for each of our products When we receive tickets in support mycompany com tickets will be created in the general support project and there the assignee should decide if he escalates the issue to an specific product support project in level 2 Example screenshot configuration Installation Jira Configuration Some changes in Jira Configuration are needed in order to get EHJ working properly Incoming Mail Server As already mentioned in order to be able to receive emails in Jira an incoming mail server needs to be configured and a Mail Handler assign ed to it is also needed The Incoming mail server has the information to retrieve the emails and the Mail Handler determines what to do with them EHJ provides a Mail Handler Helpdesk Mail Handler a a pr N a Incoming Mail __ Helpdesk Maia First Level Server Handler e Support Configure Incoming Mail Server The incoming mail server configuration tells Jira how to con
29. supportSystemJiraPlugin supportSystemJiraPlugin Maximum Number of Users 10 Creation Date September 10 2112 Expiration Date August 21 2014 Maintenance Expiration date August 21 2014 Description Test license for plugin developers Organization Atlassian Server Id BG9T XUV4 KZZH B01W Support Entitlement Number SEN Working in JIRA with the plugin Email Helpdesk issue panel View Issue Panel When you finish the plugin configuration you will see on the issues created by the plugin a new panel Email Helpdesk on the right side of the view issue screen The fields displayed in the Panel are detailed below e Ticket the ticket number associated with this issue Default Action the default action taken when a comment is added Expression to Send not Send the expression that comments must start with in order to not trigger the default action In the example screenshot if the comment starts with I then it will not be sent User email the email of the user that originated this issue e Ticket Level the possible values for this field are 1 2 or 3 If you wish to learn more about the different levels please refer to the Int roduction Section e Escalate Issue De Escalate Issue Buttons to move the tickets across the support levels Email Helpdesk Ticket MYPRODUCT 1 Default Action send Comment Expression to not Send User email john customer example com Ticket Level 1 Escalate Issue De Escalate Issue Issue panel auto
30. ted as issues in the project SUPPORT and assigned to the user ASSIGNEE who will be the responsible of handling user s tickets Example screenshot configuration This scenario is useful when we like to keep our support system as simple as possible Complex Use Case A Level 1 support myproduct com Emails GENERAL SUPPORT ASSIGNEE TECH SUPPORT SALES SUPPORT ASSIGNEE ASSIGNEE Level 3 APPLICATION DATABASE BUGS PROBLEMS ASSIGNEE ASSIGNEE In this example we have configured an Incoming Mail Server to listen on address support myproduct com We also have configured one first level project two second level projects and two third level projects in our service With this configuration all emails received on support myproduct com will be created as issues in the project GENERAL SUPPORT The assignee of this project will be the responsible of handling user s tickets if he receives a ticket that he can t handle he will have to decide if the ticket is for the sales support team or for the technical support team and escalate appropriately Example screenshot configuration This scenario is useful when we have a complex product and we need to provide different levels of support 1 Project 3 Levels Use Case Level 1 Level 2 Level 3 PROJECT SUPPORT ASSIGNEE ASSIGNEE ASSIGNEE In this example we have configured our service with three levels of support on every level we have used the sa
31. to System gt Mail 4 Select the Incoming Mail Tab YJIRA Dashboards Projects Agile Administration A Search JIRA admin o Projects Issues Usermanagement System Add ons General Configuration Find More Admin Tools TROUBLE SHOOTING AND SUPPORT System Info Instrumentation Integrity Checker Logging amp Profiling Scheduler Details Audit Log ATLASSIAN SUPPORT TOOLS Atlassian Support Tools SECURITY Roles Global Permissions Password Policy User Sessions Remember My Login Whitelist ISSUE FEATURES Time Tracking Issue Linking USER INTERFACE Incoming Mail POP IMAP Mail Servers You do not currently have any POP IMAP servers configured Add POP IMAP mail server Mail Handlers You do not currently have any mail handlers configured Add incoming mail handler Advanced Configuration Advanced mail loop detection This section provides configuration option for advanced mail loop detection When JIRA will be processing emails it will keep track of messages from unique senders Once the Messages Threshold is reached JIRA will handle these messages as Bulk Messages 0 Threshold i Whitelisted Domains Save 5 Add a POP IMAP Mail Server YJIRA Dashboards Administration Projects Agile Q Search JIRA admin Projects Issues Usermanagement System Add ons General Configuration Find More Admin Tools TROUBLE SHOOTING AND SUPPORT System Info
32. ubject This is needed in order to identify the ticket You should see your reply email added as a comment to the issue You should receive an email confirmation It may take a while 7 Done You have finished testing your configuration Introduction Overview The aim of Email Helpdesk for JIRA is to improve and configure JIRA as an email support system Email Helpdesk enables you to use JIRA as an email based helpdesk system by creating and commenting on issues based on received emails and vice versa sending emails on comments In order to serve a business or customer base efficiently technical support is often organized into levels First level support is normally responsible of handling basic customer issues while higher support levels offer a more in depth technical support Email Helpdesk is able to handle up to three support levels first support level is mandatory When a customer issue is received it will be assigned to the first level support if the first level support is not able to handle the issue it will escalate the issue to the next support level A support level is defined as a set of projects except for the First Level Support that always consists of just one project Whee Customer Issue Support Support 2 Support ul Deescalate Sneescafate II Escalate AAA Escalate a First Level 7 Second Level Third Level Main Features These are the Email Helpdesk main features Allow any user
33. ues Create Administration Projects Issues ATLASSIAN MARKETPLACE Projects Agile E esackto project TEST Q Search JIRA admin User management System Add ons Email Helpdesk Configuration Find new add ons Services 3 A Manage add ons Service List Filters Purchased add ons ez Templates Add Service OSGi General Name Mail Handler Reply To Email Sender Name Attachments Actions APPLICATION LINKS Log Test Service Test Mail Handler test fdre gmail com Support Test true Edit Delete Application Links SOURCE CONTROL License In order to be able to add a Service you need to add at least one Helpdesk Mail Handler first Click on Create Helpdesk Mail Handler to create one DVCS Accounts FishEye Configuration Perforce Job Integration BUILDS Bamboo configuration ISSUE COLLECTORS Issue Collectors EMAIL HELPDESK Configuration MONITORING Database Monitoring ADMIN HELPER Permission Helper Notification Helper Step 4 Test it In this step we will test the plugin and learn the basics of how to use it 1 Send an email to the address of the POP IMAP Mail Server you have configured in the previous steps 2 Anew issue will be created in the project specified in the First Level Project and you should receive an email confirmation lt may take a while 3 Open the new issue 4 You will see on the right side a Panel named Support System Jira Plugin with the fields being detailed be
34. with only deny rules with only allow rules or an empty filter The logic used when a filter is being applied will be explained below Deny and Allow New Email Deny Conditions Y Rejected Email Blacklist gt Rejected Email Allow Accepted Conditions Whitelist De Accepted i Email Email Rejected Email If the Deny and Allow sections of the filter are configured 1 The plugin will check the Deny rules and the blacklist reject the email if meets the deny conditions or the sender is blacklisted 2 The plugin will check the Allow rules and whitelist accept the email if meets the allow conditions or the sender is whitelisted 3 The plugin will reject the email because it was not allowed by the allow conditions whitelist Only Deny Deny Conditions Rejected Email Blacklist 1 Rejected Email Accepted Email If only the Deny section of the filter is configured 1 The plugin will check the Deny rules and blacklist reject the email if meets the deny conditions or the sender is blacklisted 2 The plugin will accept the email because it wasn t rejected by the deny conditions blacklist Only Allow lo x i Accepted Conditions Email Whitelist SY Accepted Email If only the Allow section of the filter is configured 1 The plugin will check the Allow rules and whitelist accept the email if meets the allow conditions or the sender is wh
Download Pdf Manuals
Related Search