Turn off "You have a new lead"
Asked by Kevin Roe:

So my users send email to support@\*\*\*\*\*\*.com for help

Setup a new portal and we are getting the tickets but we also get a ticket for a "New lead" that appears to be sending an email that somehow is creating a lopp shutting us down

Anyone know how to disable the "New Lead" function?

Thanks,

Kevin


Answers:
author: Kris Dewachter
body: Hi [@Kevin Roe](/t5/user/viewprofilepage/user-id/5377522) ,

What exactly is this "New Lead" ticket or Email ? Is it send out by Jira whenever the Project Lead of a Jira project is changed ?

As far as I'm aware, there is no default functionality for that, so maybe it's custom build ?

Can you give us some more information ?

Best regards,

Kris

comments: author: Kevin Roe
body: I think I figured it out. It was our old help desk system I'm trying to replace that had created a loop.

Something still isn't right though, we don't get any email notifications to users that a ticket has been created nor notifications that a ticket is received.

The email account that I used to connect our O365 platform and verify, does it (or should it) also be a user in the system?

Thanks for the help

Kevin


author: Kris Dewachter
body: Hi [@Kevin Roe](/t5/user/viewprofilepage/user-id/5377522)

So the tickets are created from the email. Normally, the sender of the email is set as the reporter of the ticket. Can you verify if that is the case ?

Are these registered users ? Or is the service desk freely open to the public ?

You should also check the 'Customer Notifications' settings of the project to make sure notifications are sent when a ticket is created.

Best regards,

Kris


author: Kevin Roe
body: Yea I think this is where I set something up wrong

The reporter is coming in as the email address users send to support@ not the user that sent in the ticket.

No registered users, wide open to all of our current and future customers

I'm sooooo close to finally making this work.

I did notice that the "Demo Service Project" is actually setup perfect and even has a better workflow for what we do BUT only works with emails sent to the jira@ address

Is there a way to delete the Project I made and just configure the demo to use my support@ email for receiving and sending?

It responds to messages sent to it properly

Or better to fix the project I created?


author: Kris Dewachter
body: Hi [@Kevin Roe](/t5/user/viewprofilepage/user-id/5377522) ,

I wouldn't give up on your project just yet. I'm thinking this is just a settings issue.

You can always reuse the "demo" workflow in your current project.

* Are the emails sent to your 'support' email address somewhere forwarded automatically, making it change the "sender" of the email, before it gets imported into Jira ? Do you have access to the mailbox to check ?
* In your project, you have connected your own mailbox ? What happens if you switch the email channel of your project back to the default Atlassian Support mailbox ? Does it work correctly in that case ?

Best regards,

Kris


author: Kevin Roe
body: Kris,

I think I made my support@ address a user as well and may be the problem

I will try this in the morning and let you know. BUT I would REALLY like to pay you for some consulting hours and have you help me set this up just right.

Kevin

9166056642


Tags: cloud

jira-service-management

jira-service-management-cloud