How could I implement JIRA to collect the day-to-day bugs/CRS from the customer

Question

We are doing maintenance of an application for a customer.  Currently, customer reports a bug or change request through email and we will again enter the same info in our JIRA tool as a ticket. I want to avoid this duplication of work, is there a simple way of collecting the issues from customer through JIRA.  I am new to JIRA tool.

I saw a issue collector in JIRA but seems like it is meant for collecting feedback. Is there anything similar to issue collector to collect all the requests from customer directly instead of mails.

Ragi Satya Sai · Answer

Thank you for your tips. I will try and see if I can do this.

Ismael Jimoh · Answer

Good day @Ragi Satya Sai

You could  do one of the following:

1. Use automation rules to automatically clone all issues that are created and are of type bug to your development channel and then link the 2 issues together.

2. You can use issue collector added to a page where customers can report any errors they find to you. It isn’t meant only for collecting feedback but the customers will not be able to be seen as the actual reporter as they have no license.

3. Create an incoming mail that goes directly to your project and add a default reporter so that the default reporter is always set as reporter since customers have no license. This will be similar to issue collector.

Options 2 and 3 have major limitations because the customer will subsequently not get notified of changes. This can be worked around with an addon like Jira Email This Issue(see the Atlassian marketplace).

Option one with some more automation magic can have all your comments synced over to the JSM project and this can then trigger further notifications to the customer.

It really depends here how you’ll like to approach it.

Mayur Jadhav_30osel · Answer

Hello @Ragi Satya Sai ,

Welcome to the Atlassian Community!!!

Atlassian has its own ITSM, Service Management tool called Jira Service Management (JSM), where customer can raise ticket through portal and agents can work on the ticket.

For more information about JSM: https://www.atlassian.com/software/jira/service-

management

Atlassian Official Documentation of JSM

Hope this helps

Regards,
Mayur