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Email Based Ticketing

Email Based Ticketing

In addition to configuring Jira Service Management (JSM) or ServiceNow, you can configure email-based ticketing to send emails to the application owners to fulfill requests as part of a lifecycle event.

This article covers the following topics:

Prerequisites

  • Admin account with Zilla

Enabling Email-Based Ticketing

  1. Log in to your Zilla tenant as an admin and click Settings in the navigation pane on the left side of the page.

  2. Click Add Provider in the Configure Ticketing System section.

settings page.png

  1. The dialog that appears allows you to configure email-based ticketing in your tenant. Select Email Based Ticketing from the Select your ticketing system provider dropdown.

  2. Enter your tenant domain in the Enter Zilla account URL field and click Generate Token.

  3. Click Check to check the connection, and check the box to enable ticket creation for the provider.

email based config modal.png

When only Enable Ticket Creation is selected, you can simulate how this provider will work with provisioning policies without sending live emails to application owners to fulfill requests. Selecting Enable Ticket Creation automatically disables other ITSMs you have configured for outbound ticket creation.

  1. Click Save and click Close.

Adding Email Custom Action

If Send emails to the ticket system email address is also enabled, live emails will be sent as part of a lifecycle event.

  1. On the Settings page, expand the Custom Actions section and click the pencil to the right of the Create Ticket action to edit the action.

  1. Add your ticketing system email address to the Ticketing System Email Address field and click Save.