Jira ticketing setup

Ar Ma

Dear Community

 

I am new in Jira Service Mgmt and lost in documentation for the following setup

1. external customer sends an email

2. Jira Service Mgmt get's it

3. Jira Service Mgmt creates a ticket with unique number

4. Jira Service Mgmt replies the customer with unique ticket number

 

Appreciate if someone can provide some details how to get this setup.

Thank you in advance,

ArMa

Jack Brickey

Hi @Ar Ma , what documentation are you using? This is pretty straightforward. You simply set up a custom email address if desired under project settings/email requests. When a customer sends an email to the specified email address an issue will be created and they will be notified of that creation assuming you have customer notifications set for create. Then if the customer replies to that notification then their comment (the body of the email) will be added as a comment. 

can you elaborate on where you’re stuck?