Catch Emails in A Non Service Desk Environment

[Patrick Dufresne]

Is there a way I can create tasks straight to JIRA instead of having JIRA scrape my inbox?

For instance: Instead of searching for emails sent to IT@xxx.com and then creating a ticket. Is there a way I can have it so that people can email JIRA directly to create a ticket?

I know this is possible in a service desk project but for non service desk functions is this possible?

Thanks

[Andy Heinzer · Accepted solution]

You don't necessarily need Service Desk to have Jira create issues from emails.  However Service Desk can have some advantages here.

Details on how you can do this are in Creating issues and comments from email.  The major difference is that in order for Jira Core / Jira Software to create issues from incoming email messages, the users that send those messages have to be licensed users in Jira.   Jira is using the from email address in the email to then check against its directory of user accounts.   If the user has permissions to create issues in the project where this mail handler exists, the issue will be created.

But with Service Desk, it works a bit differently.  Service Desk can create issues from emails as well, but when this happens the users don't necessarily have to be licensed users.  Jira needs to have their account info, but with service desk your users in the customer role are unlicensed users.  Which means they don't take up a license seat, but they also can't access the main Jira site.  They instead have access to a separate customer portal site instead.