Outlook/JSM Configure

[Brandy Richbourg]

We're currently using FreshDesk (which sucks) for internal emailed IT requests. I'm finally getting approval to move to JSM with the caveat that we can keep the email exactly as it's been. How can I connect the Outlook email: IT-Request@myorg.org to JSM so users don't need to adopt a new email address? Would it just be forwarding to JSM through outlook or is there a DKIM in Atlassian? I've looked through the help pages of setting up external email but my org is hesitant to go through our Microsoft Admin process. 

[Joseph Chung Yin]

@Brandy Richbourg -

Take a look at the following reference on setting up what you are asking -

https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/

See section "Add an external email address for receiving requests" 

For further assistance on DKIM related ask - I would recommended you to contact Atlassian Support Team (https://support.atlassian.com).

Hope this helps.

Best, Joseph Chung Yin

[Aaron Williams]

Hey @Brandy Richbourg 

Hope you are well. 

When you set up a service management project in Jira, one of the many settings is Email, with this you'll have the ability to set that as the email for the service desk. 

When users email that address it'll raise a ticket into the service desk you have created. 

There are setup wizards for Google / Outlook, it's very simple. If you do get stuck there are plenty of YouTube videos demonstrating it. 

Thanks

Aaron.