How can I completely automate request processing both in and out of JIRA Service Desk?

[jensbuhler]

Hi Atlassian Community,

For the project I am working on, our team will be using JIRA Service Desk Cloud, among other things, as the middle of a chain for processing ticket requests. This should result in the following:

1. Ticket creator(A) writes requests to JIRA(B) via REST API.

2. JIRA processes these requests automatically based on inputs for fields, default and custom. Based on what the input is and rules for this, different issues will be forwarded out of JIRA to different sources(C) most likely via email

3. These issues will be received where they will be stored and dealt with. Ideally resulting in a resolution that will then be reflected in JIRA closing the ticket.

I undertstand that some of my issues may be most easily dealt with giving C access to JIRA, but would the above use-case be feasible? Most important would be finding a functionality within Service Desk, or a plugin, if needed, to complete point 2.

Many thanks.

[Andy Brook]

> JIRA Service Desk Cloud

With REST and work on your part, yes, you could write a tool to create issues and update them (the CLI addon from BobSwift could be used here if you didn't want to roll your own).

As soon as you start to mention 'email' many things become possible, we have an addon already for cloud, Enterprise Mail Handler for JIRA (JEMH for short) which can enable you to drive issue creation and update (including workflow transitions) through email.  Its not REST, its not supposed to be, but it does isolate users from the JIRA instance and doesn't require shared access credentials, which otherwise you will have to manage.  Using JEMH all your customers could just use email to interact with the instance, its up to you whether 'customer' JSD accounts are created, or not, JEMHC supports remote email users, who have no direct instance access.