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We have several key features that differentiate us from our competitors. The answer in one word is customization. Not only can we create and update limitless tickets across different projects from 1 email, BUT we also allow the user to define custom if/else conditions and use logical and/or operators to build complex expressions on a field-by-field basis. The power is limitless and the logic can be as a simple or complex as you need it to be. (An example to use: The incoming email has an account number in it... IF the account number starts with 004, then we know this is an enterprise account and needs to be assigned to a specific support person. AND if the account number contains W, then we know this account is in the west coast region, so we need to assign it to Bill. ELSE IF the account number starts with 004 AND contains an E, then it need to be assigned to Sharon, our east coast rep. ELSE we assign this to generic support because it is not an enterprise account)
Additional Key Features:
- Uploading a Reference / Lookup Table to use in your decisioning (Example: The incoming email has an account number. Internally this account number is associated with a Line of Business, Region, Sales Support Person, Production Site Code. The email sender is not familiar with this business logic associated with the account behind the scenes, so we can upload a CSV file to use in our field by field deicioning as a cross reference. We can tell the plugin to lookup the account number in the CSV file and return the column LOB and then populate the custom field LOB with that value in the ticket we create... etc.)
- When updating a ticket, we can pull the existing field values in that ticket (or any existing ticket) and make decisions based on what is already there. This allows us to update ticket on either system or custom fields.(Example: if we are updating a ticket, we can tell the plugin to get the current value of the field Status and combine that with some other logic to bump the ticket through the workflow. If email subject contains the word "Completed Maintenance" and the current Status is "In Progress" then set the Status to "Complete". And we can do this is every field, custom or system.)
- We can handle any incoming email format. Key value pairs is easy, but with some regex knowledge you can also set it up to read free flowing text. We also include some canned regex templates to help you get started with this.
- If enabled, each email will generate a score based on criteria that the user defines. Then once the initial set of actions (create, update tickets) are preformed, additional actions that relay on score ranges are taken (Example: )
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Any Issues with SmartHandler Configuration option?
Upon installation of Smarthandler, the plugin now creates a Jira user group called "smart-handler-admin-group" and by default populates this group with all Jira admins. The users in this group have access to see and use the SmartHandler plugin. This allows more control to be given to other groups or users inside of an organization by the Jira admin, if desired.
If you don't see SmartHandler for setting up, Please create "smart-handler-admin-group" manually and add the desired users to this group.
Does this work with Datacenter?
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Go to System Settings-→Logging and Profiling will be on the left menu-→Configure Logging for another package→Add at DEBUG level: com.forty8fiftylabs.plugins.atlassian.smarthandler_for_mail
Now User should be SSH to their Jira environment and see our advanced line by line logging.
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Currently the plugin by default, available to JIRA admins, after installation now creates a Jira user group called "Smart-Handler-admin-group". But the users added to this group have access to see and use the SmartHandler plugin.
Does SmartHandler support multi Languages?
Yes!! SmartHandler for Mail now supports other languages (German, French, Japanese...etc)
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How to put sender email into data point?
We allow users to use the email body, email subject line, sender, and recipient as built-in data points by default. You can find the sender option in your expressions as "Email From".
Also if you are typing in a text box, if you press {, a list of options will be presented including "Email From".
eg.
What support do you offer for this plugin?
We offer 24/7 support and use below portal for support. Submit a support ticket for any Product Questions/Support/Pricing Questions.Submit a Support Ticket