How to organize Jira Service Management board to receive and send emails to reporters

[Ilona van den Ende]

Hi! 

I'm trying to set-up Jira Service Management board to help us manage IT requests from our colleagues. In order to do so, we would like them to be able to send us an email. Based on this email a task is created in our Jira Service Management board. I have managed to organize this part.

In order to keep in close collaboration with our colleagues, we would like Jira to send an email to the reporter once we write down a "report to customer" comment. Preferably with a header and a footer, just like in email.

Basically we want Jira to help us better organize the requests, but the user doesn't even have to know we are using Jira for this. 

Here is my question about the above: I read that you can organize notifications to be send to the reporter from the mailadress you select yourself, however you need to organize SMTP settings for this (see this post). In order to organize this, you have to have the following permissions to do so: Jira System Administrators global permissions. I am not able to find this permission.

Is this because we are using a non paid version of Jira? If yes, what product do we need to acquire? 

If you have any other suggestions on how we can organize the above mentioned process, that's also very welcome!

Thanks in advance for your reply! 

[Ste Wright]

Hi @Ilona van den Ende 

Assuming you've set the right customer access settings for Jira Service Management...

• Allow customers to create accounts
• Customers can access and send requests from the portal without logging in

...and allowed for email requests to be received via the Project Settings, emails should be creating tickets.

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However, the link you provided for customisation is for Data Center (i.e on-prem) products, not Cloud - to see what you can edit in Cloud for emails, see this help page.

Alternatively...

For using custom email addresses - see these help pages:

• https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/
• https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/

And for editing the template try...

• Change the look and feel of customer notifications - some features might be for paid plans only
• Turn off customer notifications, and send custom emails via Automation instead
• Allow users to raise requests and track them via the customer portal

Ste

[Ilona van den Ende]

Hi Stephen,

Thanks for your fast reply, big help! 

I'm wondering whether I have actually set up the right customer access settings: 

• Allow customers to create accounts

Could you help me where to find this setting? 

Also, I was looking at your suggestions. I think I have to make sure our email address allows Jira to be used as a sender of emails. We really want the organization to have the experience that an email is send via our own email address instead of the standard Jira mail (jira@elho.atlassian.net). I think I have to follow this help page. Am I correct? 

https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/

[Ste Wright]

Hi @Ilona van den Ende 

To locate the Allow customers to create accounts settings - you need to be a Jira Admin, and then...

1. Go to Jira Settings (cog icon in top-right) > Products
2. Select Customer Access from the left-hand menu

These settings are in there :)

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For your other query, it looks like I used a Team-managed link in my original answer - I've replaced that.

You have the correct link above!

Ste