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

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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.

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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?

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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

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Hi Anastasia,

I figured out the issue, the projects just didn't have the necessary workflow included.

 

Thanks for your help.

 

Kind regards,

Andrew

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Hi Andrew,

I'm glad you've solved it. Thank you for the update, have a nice day!

 

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