InterAct Issue Management

Clarizen’s patented InterAct Issue Management email engine lets users trigger virtually any action in the Clarizen project management software with a simple email. This Issue Management App features a complete issue life cycle management, all with email messages.

Specification: Integration Apps

Categories: Marketing

Capabilities: Customer Management

About This App

Clarizen’s unique InterAct Issue Management email engine lets you create email inboxes that can be customized to trigger virtually any action within Clarizen.

This Issue Management App features a complete issue lifecycle management using only email messages.

  • Create an issue for a work items by sending an email to the workitem’s inbox
  • Change the issue’s state by sending an email to the issue’s mailbox
  • All issue’s stakeholders receieve status updates when the issue’s state changes
  • The status updates contain relevant email links to manage the issue’s lifecycle (Resolve, Reject or Re-open)

To install the App:

  • First refer to InterAct help page.
  • Add a ‘Reopened’ issue state by:
    • Navigate to Customizations.
    • Locate the State field of All Issue Types (type ‘State’ on the search box)
    • Click ‘Edit’
    • Type ‘Reopened’ on the value box
    • Click ‘Add’
    • Click ‘Save’
  • Install this App using the ‘Install’ button on this page.
  • Browse to the InterAct Settings page in your Clarizen account. Set-up the InterAct environment if you haven’t already.
  • Enable the mailboxes.

Using the App: Fields, Rules and mailboxes

Custom Fields

EntityLabelDescription

All Issue Types

Send Stakeholder email

Send an email on the update of an issue

Workflow Rules

EntityLabelDescription

All Issue Types

Send update to issue stakeholders

Sends an email to all issue stakeholders whenever an issue is updated.

Specific mailboxes

Work Items mailbox

Rule NameDescription

Add issue to Work Item

To add a new project issue to a project, email

X-xxxxxx.issue@YourInterActDomain
.clarizenmail.com

Your email’s subject line will be used to name the issue. Your email body will be used to describe the issue in detail. Use the following format in the body:
Assign To: username
Issue: Describe your issue

All Issue Types Mailbox

Rule NameDescription

Resolve Issue

To resolve an issue, send an email to:

I-xxxxx.resolve@YourInterActDomain
.clarizenmail.com

You will find the issue ID (I-xxxxx) in your emails associated with the issue.

The body of your email will be used to describe how you resolved the issue. Use the following format in your email body:
Resolution: Describe your resolution

Reject issue

To reject an issue, send an email to:

I-xxxxx.reject@YourInterActDomain
.clarizenmail.com

You will find the issue ID (I-xxxxx) in your emails associated with the issue.

The body of your email will be used to describe why you rejected the issue.Use the following format in your email body:
Reject: Describe your rejection reason

  • Click ‘Email’ on the ‘Add issue to Work Item’ rule attach a vCard of a work item (as a sample) and send the Email to yourself.
  • Open a new issue by sending an email to the work item’s inbox. The address should be something like T-1920@myorg.clarizenmail.com (the vCard demonstrates that). don’t forget to specify:
    • Assigned To:
    • Issue:
  • After a minute or so you’ll get a status update email. The email will contain the issue’s details and current state + relevant links for changing (Resolve, Reject or Reopen) it.

Issues Mailbox

Rule NameDescription

Re-open Issue

To reopen an issue, send an email to:

I-xxxxx.reopen@YourInterActDomain
.clarizenmail.com

You will find the issue ID (I-xxxxx) in your emails associated with the issue.

The body of your email will be used to describe why you are reopening the issue.Use the following format in your email body:
Reopen: Describe your reopen reason