Email not creating Service Management tickets

Raoul Kaiser

Apparently posted in Jira Software board the first time so I only received 1 response. Trying in the correct forum this time and hoping for more responses.

We have a very specific set up of service desk since we are only 3 weeks into its creation for us.

• We are only allowing IT users as customers
• Our help desk email help@domain.com is a shared mailbox so it doesn't have a userid or password.
• Our service management email is ahsm@<co name>.atlassian.net
• We have forwarded our help@domain.com to ahsm@<co name>.atlassian.net

Since the emails come from everyone inside the company and our external customers if they are not part of the IT department the ticket creation gets failed per the customer access settings.

How can I allow ticket creation from any person mailing to help@domain.com without having them become a customer? We do not want anyone outside of IT to get into the system yet and maybe never want them in. Is there a way to create customers without them receiving an email stating they are customers or having them login?

I added that anyone (public) can create tickets but that did not work either. It all goes back go customer permissions.

Jack Brickey

So for a person to create an issue ultimately they must be a customer, at least in the eyes of JSM. One idea is that if you never want the reporter to get notified of anything including public comments then you could use a forwarding email scenario. Note I have not tried this so some trial and error may be required. The idea here is all of your customers would email to your default helpdesk email. Then your email server would forward that email from an email that is indeed set up as a user in JSM. This would then mean every issue would be created by this one email address.