Assign Ticket form Help Desk to different Project without losing info
Hi all,
how is it possible to dispatch or assign a support ticket which has come into the project which has been configured with the mailbox without loosing the sender E-Mail address? Every time I assign the ticket to a project the ticket looses the senders email address and when then making a comment it is not sending out any info to the original sender.
kind regards,
Andrew
Please sign in to leave a comment.
Hello,
You can create a custom field (say 'Reporter's email'), where a reporter's email for each issue will be stored.
Here is a guide on how to create a custom field: https://www.jetbrains.com/help/youtrack/standalone/Creating-and-Editing-Custom-Fields.html#create-custom-field.
After that set up a postprocessing rule for mailbox integration - a command should be applied to each issue which will put reporter's email into the field.
The command will look like
Field-name ${from}(https://www.jetbrains.com/help/youtrack/standalone/Mailbox-Integration.html#define-rules, postprocessing section), where ${from} is reporter's email (here you can learn more about placeholders - https://www.jetbrains.com/help/youtrack/standalone/Mailbox-Integration.html#placeholders).Having all this set up, you will not lose the reporter's email.
Please let me know if it helps.
Hi there,
I've added the Reporters Email field and tried to setup the rule but somehow when trying to save the mailbox rule I get an error saying "the entity can not be found without an id". Not sure what I missed out can you help me here?
Hi Anastasia,
I've added the All related Emails field to the Project which I would like to assign the ticket to. So now when I receive an E-Mail in the Support Projekt, it creates a ticket. When I then move it to the according Project, it keeps the senders E-Mail address in the All related Emails field. But when adding a comment it doesn't send a notification to the Email address which is in the All related Email field.
How come? What am I missing?
Just for your info, the Project which currently receives the support emails/tickets is the only one which is setup as a help desk. The other projects are not setup as a help desks, never the less I would like to send notifications to the users when a comment is added.
Kind regards,
Andrew
Hi Anastasia,
I figured out the issue, the projects just didn't have the necessary workflow included.
Thanks for your help.
Kind regards,
Andrew
Hi Andrew,
I'm glad you've solved it. Thank you for the update, have a nice day!