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Is it possible to use a "general" mail address for reading and writing internal comments in Jira

reinhard moegele

We have different "payed" accounts to handle all issues.

But we often need information from our engineers or purchasers that should not be seen by the customer. So we want to use internal comments for this.
But we have some engineers and some purchasers.
Both groups have a "group mail address" such as engineering@domein.com or similar.
A mail sent to this address can be read and answered by everyone within this group.

Is it possible to use such a mail address for this special group in Jira with a payed account for it to read and answer internal comments, too?

Thanks in advance for your help.

Kind regards,

Reinhard

Accepted answers

Nic Brough -Adaptavist-

If you set up an account in your Jira with this address, then yes, you can use it like that.

Be warned though - you absolutely do not want to let anyone log in as that account, and anything that the account sends to Jira to be logged as a comment will be effectively anonymous - you will need to beat it into your engineers and purchasers to tell you who they are if they use this email to comment.

All comments

Nic Brough -Adaptavist-

If you set up an account in your Jira with this address, then yes, you can use it like that.

reinhard moegele

Thank you very much for your explanation!

These engineers only will be used for internal information, not to answer customers.
And we have 8 engineers in total and about 3 of them will answer the internal questions.
But with this solution we always receive information if one of the engineers is not available at the moment.
The other reason to do that is that we use the engineers for approximately 25% of the issues we handle.
So I think this will speed up the issue handling and it will also save costs.

If an engineer has to contact the customer directly I allways can add his own mail address.
External commends are always visible. Even for participients that do not have an official account.

Do you think this will work?

Kind regards,

Reinhard

Nic Brough -Adaptavist-

Only if your engineers use it purely for email. As I said, if they log in as the shared email account, then it will not work properly (and you will have audit problems on top of knowing who should be involved in a conversation)

reinhard moegele

Ok, Thank you for your clear answer.

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