Users and Agents

Question

I have a license for 3 agents, and I created those 3 agents.

Now I want that if someone from my company, sends an email to a specific address (domain is in whitelist), a ticket will be created.

But I get an error saying that no more users can be created, because of no license.

How should I configure Jira to get this working?

Thanks

Bastian Stehmann · Answer

Something I want to add to Jack's answer, make sure to use the Jira Service Desk mail configuration and not the one from Jira core. If you are using Jira core settings currently, you probably have set it to create a user for the email sender and that won't work with your license.

In Jira Service Desk there will be only customers created, which do not count for your license.

MicrofinSoft · Answer

I want anyone from my Company to be able to send an email to support@mycompany.com and a ticket to be created. So if I (or any of the 3 agents) reply to the ticket, the user gets notified.

If possible, I prefer not to manually create every employee as a user in the system, but to be automatically created if he/she sends an email to support@mycompany.com

Thanks

Jack Brickey · Answer

if you simply want a ticket created then the user (from email) needs to be a defined Customer. If you don't want to predefine the customers then you need to enable anyone can create an issue under Customer permissions.