How do I set up SM project with a dedicated email as the source of all tickets

Question

We want to start out with a very basic configuration for our QS support email account where all messages filter through Jira using the "Simple ESM workflow for Jira Service Management" workflow:

How do I configure a service management project with an email that isn't connected to a user and therefore doesn't have a PW? Ex: QS-support @company.com.

Jack Brickey · Answer

Hi @Jill Isaacs , welcome to the Community.

To configure your email channel go to Project settings > Email requests. you can simply use the Atlassian provided email (one per project) or use your own custom email to handle inbound emails. You can get more info here - how-do-customers-send-requests-by-email .

To be clear email requests (or requests from any channel) must come from a user. Typically that is a customer but can be an agent. For email requests the user doesn't have to login.

Mikael Sandberg · Answer

Hi @Jill Isaacs,

Welcome to Atlassian Community!

All JSM projects have the email channel enabled, usually the email is the project key@your-company.atlassian.net, and you can use that or set up your own email and forward it to the address for your project. If you go to Projects settings > Email requests you can see the configuration for your project.