I want to do some automation

[xlu3_yahoo_com]

For example, different people send me emails, and then Jira ticket will be created. Where

to start? Thanks.

[Trudy Claspill]

Hello @xlu3_yahoo_com 

Welcome to the Atlassian community!

Jira natively has the capacity to create issues from emails.

Are you working with Jira Cloud (your URL would be similar to https://<yourCompany>.atlassian.net) or Jira Server/Data Center?

Do you want the issues created in a Software project or a Service Management project.

The methods are slightly different depending on your answers to the above, and I want to direct you to the specific documentation you need.

[xlu3_yahoo_com]

Thanks for the prompt response!

-It is https://<yourCompany>.atlassian.net

- I am not sure the issues should be created in a Software project or a Service Management project. The scenario is: different users will send emails to a hotline email account to request support. Then I expect Jira to create ticket based on the request type and then immediately alert the related person.

Thanks again.

[Trudy Claspill]

Hello @xlu3_yahoo_com 

Based on your URL you are working with Jira Cloud.

The Jira Software product supports creating issues from emails, as does the Jira Service Management product. Which one have you purchased, or have you purchased both?

Will you be making the senders of the emails licensed Jira users, or are they already licensed Jira users of your instance?

With Jira Software, the email handling will require that the senders of the emails be licensed Jira Software users with permissions to create issues through the UI in the same project where you would want the issue created automatically.

This page discusses how to configure email handling to create issues in a Jira Software project:

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

With Jira Service Management, the users sending the emails do not need to be licensed users. Jira Service Management allows you to separate the licensed users that you pay for (the users who would work on the issues) from the unlicensed users (customers) that are allowed to send emails to get service issue created. Customers have limited access to Jira through a "customer portal" and can see only the issues they submit or that have been shared with them.

This page talks about setting up email handling for Jira Service Management:

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

[xlu3_yahoo_com]

It seems the email sender is Jira licensed user or not is the key to decide between Jira Software and Jira Service Management. In my case, then I have to use Jira Service Management. Again, thanks for the info.