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Adding rights to Jira ticket creation

mihai_sararu

Hello,

I'm trying to find out how/where to add rights to an user for creating tickets in the service desk queue. I have made a distribution list for the e-mail address that is receiving mails from customers regarding issues. That e-mail is distributing everything to myself ( my e-mail ) and the e-mail assigned to the service desk that is creating our tickets or reply-ing to customer tickets.

If i e-mail ( from my e-mail ) to the distribution list about an issue, it creates a ticket in our jira queue.

If i e-mail ( from any other e-mail that is not in our system / customer / team-member of the project ) so a personal e-mail, the ticket does not create.

I'm seeing it create tickets ( if the e-mail sent to the distribution list that sends it forward to the Jira mailing e-mail ) is sent out by a team-member to the project.

I want it to create tickets even if the sender of the original e-mail is anyone outside of Jira.

Is this possible, and how?

Accepted answers

Adam Rypel _MoroSystems_

Hello @mihai_sararu ,

it is possible - you can configure that in Project Settings -> Customer permissions and then choose "Anyone can send a request via the portal or email":

Výstřižek.JPG After that, you might also want to check Global setting for Jira SD, as it is described below the options, so everything is set correctly for you.

Let me know how that goes.

Regards,

Adam

All comments

Adam Rypel _MoroSystems_

Hello @mihai_sararu ,

it is possible - you can configure that in Project Settings -> Customer permissions and then choose "Anyone can send a request via the portal or email":

Výstřižek.JPG After that, you might also want to check Global setting for Jira SD, as it is described below the options, so everything is set correctly for you.

Let me know how that goes.

Regards,

Adam

mihai_sararu

Hello @Adam Rypel _MoroSystems_

Worked as intended, thank you so much.

If it's not too much to ask, do you know if there is also a setting to allow the "reply to customer" function in the ticket ( that sends what you writ to the reporter of the ticket ) to send the entire history / contents + initial request of the ticket??

Adam Rypel _MoroSystems_

Hello @mihai_sararu ,

great, glad that worked!

I think you mean customer notifications - these are automatically enabled and sent to the customer as soon as you make specific changes.

Navigate to Project Settings -> Customer notifications. Here you can see all the notifications, which are sent from the ticket to customer's email - if you click "Edit", you can adjust them at will, see how they look and send test email:

Výstřižek.JPG

Let me know whether that answered your question.

Adam

mihai_sararu

Hi @Adam Rypel _MoroSystems_

Thank you so much.

Resolved all my questions. Just formatted the templates and it all works fine.

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