Providing these commands is another key point in configuring your help desk system.Īfter saving the new mailbox integration rule, your configuration is finalized. In the field “on comment created”, Last comment author $(from) command, which will be applied to each new comment created from email in the Help Desk project created from email.It actually assigns the 'from' email address-your customer’s email address-to the field 'Customer email.' This command will be applied to each new issue in the Help Desk project created from email. In the field “on issue created”, Customer email $(from).In the Postprocessing tab, provide the following commands:.This is what guarantees that YouTrack will not create a user account for each new customer who sends you a request. In the Reporter tab, select the option 'Always set as reporter' and select the user who will be the reporter of all issues created from collected emails.Switch to the Filter tab, click the Folder drop-down list and select the folder from which we will fetch the emails.On the Main tab select project-Help Desk, Mailbox (the one we have just created), and Maintainer:.In our case we used ' Add mail processing rule: click the Add Rule link and set up the following parameters: Add the mailbox for your project’s email (the one you provided as "Project 'from' email" while creating the Help Desk project.Open Administration > Mailbox Integration page.Part III: Configuring Mailbox Integration Okay, all fields are in place, so we can now set up Mailbox integration. Before we proceed to the second part of the configuration, let's check the current list of issue fields in the project just to make sure all necessary fields are in place: When we have attached the workflow and applied the quick-fixes, the first part of the configuration is done. Please make sure you have applied these quick-fixes! Otherwise the workflow won't work correctly for the help desk project. Being unregistered users, they can't configure their notifications, so in a way we will do this for them. Last comment author - the field that will allow your customers not to receive excessive notifications.Customer Email - the field that will contain actual email address of the requester, hence allowing your customers to receive notifications without registering in your tracker.Important! Another key point in our configuration: When you select the workflow, YouTrack will suggest two Quick-Fixes to add a couple of additional fields to the project:.In the 'Workflows for Help Desk' dialog box, select the workflow ' jetbrains-youtrack-notifyUnregisteredUsers'.Switch to Projects > Help Desk > Workflow tab and click the link Attach Workflow.This configuration step is also important because this particular workflow implements sending notifications to your customers. Attach the default NotifyUnregisteredUsers workflow to the Help Desk project.In our case, we decided to leave only four fields: Type, Priority, Assignee and State (we renamed it to 'Request State'). Configure issue fields the new project 'Help Desk': Add assignees, remove unrelated default fields, configure remaining related fields.Typically this would be your support/feedback email address. Please pay attention to this step: To keep conversation with our users in YouTrack, we need a separate, unique email address for our project, so our customers get notifications from and reply to this particular email address. Configuring mailbox integration for the help desk project.Creating and configuring a help desk project.Checking the system-wide Email Notifications Settings.Our help desk configuration contains three main parts: Step-by-step Configuration for YouTrack Help Desk.Yet we want to be able to notify these unregistered users about their requests, and hold a conversation with them in YouTrack. We want to have a project in which YouTrack will create issues from emails from our customers, but we don’t want to register every customer in our YouTrack. We made this possible with the help of a brand new workflow called NotifyUnregisteredUsers, comes with YouTrack 5.1. Now you can involve your customers in your issue tracking process without the necessity to create user accounts for them in YouTrack. With YouTrack 5.1 we made great changes to our help desk support. Mailbox integration is a key feature that allows you to create an issue from email and add replies as comments, in effect turning YouTrack into a help desk. It's been a while since we added mailbox integration in YouTrack. How the Process Will Look to Your Customers.Part III: Configuring Mailbox Integration.Part II: Creating and Configuring Your Help Desk Project.Part I: Configuring System Email Notifications.
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