Does the end user have to login to submit a ticket ?

[Touqeer Anjum]

Hi,

I'm trialing the Jira Service Management and have created a form for end user ticket submission.

What I could not understand if the end user needs to have a jira account to submit a ticket.

I was under the impression the user would be able to submit, once I have given him the URL to the ticket submission form.

Can some one please clarify this.

Thank You

[Daniel Tomberlin]

It looks like there is a "login-free portal" for Jira Service Management. Click here for more info:

https://confluence.atlassian.com/servicemanagement/introducing-the-login-free-portal-for-jira-service-management-1155497450.html

[Daniel Tomberlin]

Can a customer fill out a customizable form, without logging in, that upon submission will create and issue?

[Nic Brough -Adaptavist-]

No, but yes, maybe.

The question I need to ask is what is your end-user actually raising?  Ticket is generally a terrible word to use, and it's made worse in Jira-speak because there are two things to consider, neither of which can be described well by the word "ticket".

In Jira, there are "issues".  These can have a range of different names, but they all represent the same broad thing "an item that needs some attention from someone/something".

People using Jira use issues to track work across items.  To raise an ISSUE, you need to be a Jira USER

In a service desk though, there can be things put in front of issue to make things more simple for people.  REQUESTS can be raised by CUSTOMERS.  Each request is backed by an issue for Jira users to work on.   

Customers generally do also have an account, but only a skeleton, and they are not Jira users, and do not consume any licences.  It is also possible to create requests without a customer account.

So, the question now is "are your users Jira users or customers"?  Do they need to be raising Requests or Issues?

You could answer that easily by telling us what your "submission form" is for - does it give your people a Request or an Issue?

[Daniel Tomberlin]

Does Jira Service Management (JSM) allow a customer to use a company's customized JSM form without log in. So, without logging into our site or a JIRA site (JSM), we'd have a 'Help' link on our website to the JSM form, the customer fills out the fields we need (e.g., name, email address, etc.), and then submits, which then creates the issue and based on the customized fields could trigger an automation to send an email notification to a JIRA user or simply to an email address (not a user of JIRA)? That's my case. Thanks.