Is there anyway to get Cloud capabilities with Jira Server?

[Nnennaya Anwara]

We have Jira Data Center/Server and wanted to know if there is a workaround with allowing customers to submit tickets and reply via email? Is there a quick way to migrate from server to cloud?

[Nic Brough -Adaptavist- · Accepted solution]

Server/DC and Cloud are very different products.  It's better to think of them as two different pieces of software that have the same owner and name, and do broadly the same thing, but are still very different services (with some data-interchangability)

But there's nothing to "work around" when you want to process incoming email on server/dc - server has been able to process email for years before Cloud even existed.  Email handlers were available in Jira 2 (and possibly 1, I don't remember).  Jira Server Service-Management also has the email channels.

[Nnennaya Anwara]

I guess 'workaround' was the incorrect term for me to use. What I mean is for our customers that are not licensed users, to be able to submit a ticket via email and continue correspondence, from email. 

[Nic Brough -Adaptavist-]

Customers, while they are "licenced users", are free, so yes, you can have them create and update issues in a Jira Service Management project via email.  Always have been able to, in both Cloud and Server.

Check the email channel in the Service Management projects.

[Nnennaya Anwara]

Thank you, I will check. Just for clarification, would they still have those capabilities without a license or having to create any type of account?

[Nic Brough -Adaptavist-]

Not quite.  It is possible to enable "accountless" customers but you'll struggle to communicate with them if you don't know who they are or what they're asking.

[Nnennaya Anwara]

Thank you Nic I will create a new post now. 

[Nnennaya Anwara]

Sorry I am back with more questions. So our dev team said it is not so easy to get the email address to receive emails into our Jira Service Desk. I guess because their email server is not on the same server our Server Desk? So getting those emails would be difficult. Anyone have an inkling on how to get that done with a vpn? 

Also, I want us to have a feature for having approvers approve account request in email or Jira, is that possible?

[Nic Brough -Adaptavist-]

I don't think this has anything to do with "cloud capabilities".  Sorry, but could you ask a new question on this?  You'll get a wider audience and not have to rely on people like me who are a bit more solid on Cloud vs Server than the vagaries of emails.

[Heather Ronnebeck]

If I remember correctly using Jira service management you can set up your service desk type project in the project settings to allow users to create tickets via email. 

I also think there’s a way to configure Jira core/software under the incoming email settings for this functionality as well. 

This link should help https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html

[Nnennaya Anwara]

Thank you for this, but what if they are not a licensed user? We have a section on our website for the "public" and they are not licensed users.