email handlers for external users to be able to comment on the ticket?

Question

Hi team,

I was able to successfully setup email server and email handler to create a new jira ticket when we receive an email from a external non jira user..

I set the default user as myself and its doing what I expect it to to with regards to creating ticket but I am not receiving emails. I checked the notifications scheme it looks correct to send emails to reporter.

Also, my next step is to external users be able to comment on the ticket via email. Is that possible?

Fabio Racobaldo _Catworkx_ · Answer

Happy that it fixed your issue.

Jira service management project could be a solution. Those external users could be considered customer that can create tickets through a portal or an email. They will receive notification via email and can comment through emails.

Otherwise, in JIRA core you can create a system user and use it as default reporter for your current configuration.

Other options are available here https://confluence.atlassian.com/jirakb/how-to-allow-users-to-create-issues-anonymously-192551.html

Please mark my answer as accepted because your issue in description has been fixed :)

Ciao,

Fabio

Srikanth Mamidala · Answer

Thank you Fabio. That have fixed my issue but does since I am set as default user I am getting emails.

If I want to set external user who is not in our jira. How would that work as the user is in not in our system?

The flow I am trying to achieve is

1. External users sends an email and jira creates an issue internally

2. Jira should send an notification that ticket is created for the issue

3. if they respond to that email with the project key in subject it should be added as a comment.

I think this scenario is working well for an internal user but how do we do this for external user where reporter always changes?

Fabio Racobaldo _Catworkx_ · Answer

Hi @Srikanth Mamidala ,

because you set yourself as reporter, it is like you created the issue. Please check your personal settings and verify that "You make changes to the issue" is checked :

That should be the trick!

Fabio