HR Talent Acquisition Management with Jira Service Management and Email This Issue

Features of Email This Issue you can try in this demo

Conditional request creation & email routing to Request types based on the subject of incoming emails
Auto-reply email sending
Adding comments from incoming emails to existing requests
Automated execution of transitions upon incoming email processing
Automated notification sending using custom email templates, based on issue events
Manual email sending from within requests

Detailed HR Talent Acquisition Management use case description

The HR Talent Acquisition team is currently recruiting new staff members to the below three open positions:

C++ developer
Java developer
Python developer

Applications have to be sent via email to the HR Team, and applicants are asked to indicate the so-called "Job Reference Number" (internal ID of the open position) in the subject of their application:

C++ developer: CDev1234
Java developer: JavaDev1234
Python developer: PythonDev1234

Each email application will automatically create a new Jira Service Management request for the HR Team in the Recruitment Project (REC). Upon processing the email, the Applicant's name and the Job Reference Number are parsed from the email and saved into their respective custom fields to help the work of the HR Team members. Also, a Jira Service Management customer account is automatically created for the applicant if she/he does not already have one.

Once an application is submitted, an auto-reply email is sent to the customer acknowledging her or his application.

For each position, there is a three-round selection process:

1.) Test writing

2.) 1st round interview with one of the members of the HR team

3.) 2nd round technical interview with hiring managers

Transparency during the selection process is key for the team, therefore, besides communicating with applicants via phone, the team also informs applicants about important dates and results regarding their application via email, using Email This Issue:

Test writing details
Interview invites (1st & 2nd round)

For the convenience of the team, for each of the above, there are custom email templates configured within the app.

In addition, HR staff can easily communicate with applicants via public comments in which case an automated notification is sent to the applicant every time a new comment is left in the request.

Reply messages from applicants are always channeled back to the request representing their application.

1.) Log in to the demo environment as an HR Staff member (you will be given Agent rights in the Recruitment Project)

Log-in details are as follows:
Username: testagent
Password: metademoagent

2.) As an applicant, send an email to public4@metainfdemo.net Make sure to add one of the example Job Reference Numbers to the subject of the email.

Based on this email, a new request will be opened in the Recruitment Project (REC), the Request type will be set accordingly to the Job Reference Number
Both the Job Reference Number and the Sender's name will be saved into two separate custom fields: "Job Reference Number" and "Applicant's Name" respectively
An auto-reply email acknowledging the application is delivered to the applicant's email address

3.) As an HR staff member, let's now simulate a scenario when you invite the applicant to her/his 1st round interview via manually sent email.

Open the Recruitment Project (REC) and find back the request you have just opened as an applicant based on its issue key either in the "All open" or in one of the position-specific (C++ Developer Recruitment, Java Developer Recruitment, Python Developer Recruitment) queues. Do not forget to assign the request to yourself (testagent).
Edit the request and fill in the "1st Interview date and time" field
Click on the "Emails" button in the upper right corner of the screen to send an email manually to the applicant
You can type in the applicant's email address in the To: recipient field, or simply select Reporter
From the "Email Template" field, select the "REC: 1st round interview invite" template
Click on "Preview"
As you can see, the email is ready to be sent to the applicant based on the pre-defined template and the value given to the "1st Interview date and time" field
By clicking on "Send", the email will be delivered to the applicant

You also might want to have a look at and try out the following email templates as well:

"REC: Technical Interview Invite" - Do not forget to fill in the "Technical interview date and time" field before
"REC: Test writing"

You can always check the content of these templates by selecting them in the "Email Template" field and by clicking on "Preview"

4.) As an applicant, send a reply to the interview invite confirming your participation

The applicant's reply will be logged as a comment in the concerning request
The request is automatically transitioned to the "Waiting for HR" status

5.) If you, as an HR staff member, leave a public comment on the request, this comment will be shared with the applicant via an automated Public Comment Added notification.

Some email providers may treat emails sent from the @metainfdemo.net domain as SPAM, so we recommend that you monitor your mail client's SPAM folder during the demo. You also may whitelist email addresses from the @metainfdemo.net domain in your mail account.