Currently we are using a external email forwarding rule to send the helpdesk requests into Jira. Microsoft has changed there default behavior to block external email forwarding. Since email forwarding is a security concern and can break without notice we need a more robust way to get tickets into Jira.
Hi @bezawadas
there are, indeed, possibilities to create issues/tickets from e-mail.
Are you using Jira Cloud or Jira Service Management Cloud? I am just asking because you referred "helpdesk" but implementation will differ on if you use Jira Software or Jira Service Management.
For Jira Software in Cloud the appropriate documentation would be:https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/
For Jira Service Management it is:https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/
Regards,Daniel
We are using both Service Management and Jira Software. The current implementation what we have is
We have non jira users who report the issue through email. As a general security rule we want to block external forwarding of email messages. This has a risk of exposing sensitive data to third parties without our control. Microsoft has increased there security stance on this and now block external forwarding of emails. This breaks our process at step 2 above. We are looking for an alternate way to get requests into Jira without relying on the forwarding rule.
If i do get you right then you are redirecting support@example.org to projectname@mycompany.atlassian.net - is this right?
Have you tried as an alternative to register the mailbox directly in Service Management - from what I understood from documentation this is the recommended way and you would not need to deal with forwarders.
yes we are redirecting the project email to Atlassian email. Can you walk me through alternative procedure step by step since I am new to this, the previous configuration was set by someone in my team.
>Have you tried as an alternative to register the mailbox directly in Service Management
When I try this it will not authenticate; even after telling google I recognize this login from jira; and use the correct credentials.
Could you please post the exact error message?If possible supported by a screenshot?
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