Jira Help Desk Customers

[Paul Swanson]

I am trying to use Jira Service Desk to create a ticket system for my digital learning team, which supports 500 or so teachers and staff. Often we get emails sent to us directly, and we need an easy way to log those as tickets and assign the correct customer.

It seems that the easiest way to log the ticket is to forward it to the Service Desk email channel. However, we still need to change the Reporter to the correct staff member.

How can I best populate the Customers field with the emails of our 500 teachers?

I have tried using the Google integration to add the accounts to Users, but I don't see how to get them over into the group of Customers.

Any help is would be greatly appreciated.

[Petter Gonçalves]

Hello @Paul Swanson

Welcome to Atlassian Community!

Per your description, it seems you are looking for a way to allow your team to forward the teacher's e-mails to your Service Desk project, however, setting them as the reporter of the request. Is that correct?

Unfortunately, this can not be achieved directly through forwarding e-mail since the reporter will always be collected from the sender in the e-mail header, however, we have a feature request to achieve this feature:

- Allow use of "Reply-To" for the Reporter Field 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

As an option now, your team can manually create tickets on behalf of the teachers using the Service desk portal. These would be the steps to do it:

1 - Navigate to the Service desk project > Click on "Raise a Request", optionally copying the portal link to create a shortcut to be used for the next tickets

2 - Select the request type you want > Copy the information from the e-mail in the ticket, adding the teacher's e-mail address in the "Raise this request on behalf of" field and clicking on "Send"

Let us know if you have any questions.

[Paul Swanson]

Petter,

Thanks for your response, but it doesn't quite address the question that I had.

I have a system worked out to forward requests to the email support channel to log them. I'm okay to go in and manually change the "Reporter" field to the actual person.

What I am trying to do is to pre-populate the options for the Reporter field, which seems to be based on the Customers tab. How can I add all of the staff in our organization as pre-existing Customers, so then I can just select the correct person when updating the ticket?

Thanks again for your help/advice.

Paul

[Petter Gonçalves]

Hello Paul,

Thank you for clarifying your request.

The documentation below gives you some options on how you can bulk add customers to your Jira Service desk:

Jira Service Desk: Bulk Add Customers 

Basically, you have the following options for Jira Cloud:

To bulk add customers from your Identity Provider (IdP):

Atlassian Access, our security and centralized administration software, allows you to integrate your Atlassian Cloud products with your identity provider, so you can provision users and groups in your Cloud products with ease.

If you use Google Apps, follow the instructions on Enable or disable G-Suite integration to integrate your Cloud site with G-Suite. The setup process will prompt you to choose which users and groups you would like to sync in your Atlassian Cloud products.

To manually bulk add customers:

Adding customers is done on the Project level. While logged into your Atlassian Cloud site, navigate to Projects > Project Name > Customers > Add Customers. You can add multiple emails at once when inviting. You can copy/paste from a .csv, as they should parse into the invite window. Just click Enter after you paste, and they all should parse into individual invites as long as they are delineated by a space or a comma (which they should already be if you copy from a .csv). This invite will send an email to the customers, asking them to complete their username and password creation to access the system.

Let us know if you have any questions.

[Paul Swanson]

I was able to successfully import our users from our GSuite domain. I can see them on the Jira Admin panel under G Suite. 

Also under the Admin panel I was able to create a Group called GSuite, but there are no people in it.

Under Jira Settings, System, Project Roles, I was able to give that group access to Service Desk Customers.

The problem right now is that I can't figure out how to get the GSuite users to appear in the group that I created. Does that make sense?

[Petter Gonçalves]

Hello Paul,

Thank you for your details.

When you say you are not being able to add G-Suite users to groups, are you talking about G-Suite Groups or Jira groups? Additionally, can you please provide us the screenshots of the steps you took to configure your G-suite?

In the meantime, I believe this documentation might have the details you are looking for:

• Once you've connected your site with G Suite, you'll select the user groups you want to sync from G Suite.
• Every 4 hours, we'll run a sync from G Suite to your site. The users in these groups will gain access to your site and the default products you've set up.
• You'll update your users' details, such as their name and email address, in G Suite. When we run our sync every 4 hours, we'll update your users on your site to reflect any updates you've made.

Let us know if this information helps.