Collect Feedback In Jira - Fluid Topics - Latest

Feedback provides an important communication channel between readers and content managers. When readers submit feedback, Fluid Topics sends an email to the email address(es) configured in the Recipients section of the Feedback administration interface.

Out of the box, Fluid Topics does not provide a mechanism to transform a feedback message into a Jira ticket assigned to a member of a company's team. This is intentional, since many companies have various case management tools and processes already in place, and a catch-all, out-of-the-box solution would be unlikely to meet diverse needs.

In this article, Jira administrators can learn how to implement a custom solution that consists in setting up a system to automatically create a Jira ticket with the content of each feedback email received. The following image illustrates the components and workflow of such as system:

Once the system is operational, feedback tickets appear among the team member's pending Jira tickets in the backlog as follows:

The following image shows how the sender's original feedback message appears along with information about the feedback reporter and assignee:

It is possible to create Jira tickets based on feedback emails as follows:

1. In Fluid Topics, define at least one email address in the Recipients section of the Feedback administration interface.

2. In Jira, create a new mail server based on the email address(es) of the feedback recipient(s). To begin, go to Mail > Incoming Mail > Mail Servers.

3. Define a hostname, protocol, port, username, and password for the mail server. The following image provides an example:

4. Next, create a new mail handler. The mail handler defines the tasks to perform based on the content of the feedback email. To begin, go to Mail > Incoming Mail > Mail Handler.

5. Define a name and select the previously selected server, then select “create a new issue from each email” as the handler as shown in the following example:

6. Select the appropriate project and issue type and define the other parameters according to your needs. The following image provides an example:

The following image shows an example of the result after performing all steps:

In Jira, it is possible to go a step further by creating a custom email handler. Custom handlers are based on small programs or scripts that implement processing rules. Custom handlers give Jira administrators more control over how Jira uses the email to create a Jira ticket.

The following image shows an example of a custom handler: