Page Comparison

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Issue Created Example	Issue Updated Example
Image RemovedImage Added	Here, a "Start Progress" transition has been triggered which results in: Image RemovedImage Added

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1. Create an auto-join group, e.g. servicedesk-customers which is not used elsewhere
   

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2. Modify JEMH Profile set set the Customer Request Type custom field (described in the first section)

3. Modify JEMH Profile

   • set User > Create users : ON

   • If your users all exist externally, not in a common LDAP repository set User > Create UserID from: email. Users in LDAP wont be created as they exist already, the next step will do what remains

   • set User > Auto Join Group(s) to refer to servicedesk-customers and set the User > Auto Join Group Condition to be "For All JIRA Users"
     

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4. Modify Project Role

   • Go to your service desk project and then edit Projects Roles

   • Set Service Desk Customers to include the JEMH auto-join group, so that users who create issues by email without first subscribing, automatically get allocated that group, this role, and are therefore able to create issues etc.
     
     

     

     
     
     

5. Modify the Permission Scheme, granting the servicedesk-customers group the below permissions.  If you give "Project Role (Customer)" permissions in the scheme instead, public sign-up will be disabled by JSD.

   Permissions	Add them via the "Grant Permissions" link
   Add Comments Assign Issues Browse Projects Close Issues Create Attachments Create Issues Delete Own Attachments Delete Own Comments Delete Issues Edit Issues Edit Own Comments Link Issues Manage Watchers Modify Reporter Move Issues Resolve Issues Schedule Issues Set Issue Security Transition Issues View Voters and Watchers

   
   

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The Service Desk project admin can set 'customer permissions (screenshot below), this security setting affects JEMH.

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Jira is the gatekeeper of security and will reject issue update requests (by JEMH) if they violate security choices:. Settings are found within the JSM Project > Customer permissions section.

“Customers who are added to the project”

When set, Jira will deny any Jira user that may exist in your site but are not actually added as customer to this particular Service Desk:

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“Customers who have an account on this Jira site”

When set, Jira will allow any Jira user to be added as a request participant. If addressees are found that do not have accounts, they will simply be excluded. Only when non-Jira support is enabled would they become involved as email only.

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Email Processing Report Messages

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