Assign tickets to a shared Mailbox

Ali Aminian_riafvv

Hi,

I want to assign tickets to a shared mailbox account since a group of business users manage their tasks in that mailbox, so they can take over tickets as they please and open and resolve them. They do not want to be assigned directly via Jira.

I created an account with the shared mailbox email but can not authenticate it as shared mailboxes don't have passwords.

Please advise.

Thanks

Ali

 

Nic Brough -Adaptavist-

Welcome to the Atlassian Community!

You can't do this.

To assign an issue to someone, they have to have an account, and that means an email address that they have access to.   This implies you might be able to create a shared account, but that is a really bad idea because it means you cannot track the issues properly, and you can not audit anything (it's illegal to destroy your audit trail in more industries than you would imagine)

There is a simple way to do what you want.  Leave the issue unassigned, but give the business users notifications of when an issue is created, build them some simple saved filters to help them find them, and maybe use the filters on a dedicated dashboard so they don't have to remember to go looking.