How to redirect customers to raise requests only using the customer portal?
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
It can happen that a project which was previously using a mail handler to accept emails from customers to create requests no longer wants to process requests via email. However, some customers might still be unaware of it and continue to send emails to raise requests.
To avoid missing their requests, disabling the mail handler might not be an option and you would like to inform such customers to use the portal going forward to raise requests.
This article covers this scenario where you can use automation to inform such customers raising requests via email and redirecting them to raise requests only via the portal in the future.
Environment
Jira Service Management Cloud
Solution
We will create an automation rule that gets triggered when an issue is created. It will then check if the issue is created via the email channel and if yes, it will send an email to the user informing them to use the portal for creating requests in the project. Optionally, you can also close/delete the requests after informing the customer.
From your service project, select Project Settings> Automation.
If it's a team-managed service project, select Service project settings > Automation. Select Create rule in the top-right corner.
- Select the Issue Created trigger for the rule. Configure the trigger settings and select Next.
Add condition JQL Condition and provide the below JQL:
request-channel-type = email
Add action Send email:
- Enter the desired information in the To and Subject field. You can set Reporter in the To field if you want to send the email to the reporter of the issue.
- In the Content, add the desired information(including your customer portal URL).
Select Next.
- (Optional) If required, add action Delete Issue to delete the issue created via email.
- Alternatively, you can use action Transition issue and set Destination Status to Closed if you would like to close the issue instead of deleting it.
- Give your rule a name, then select Turn on rule.