Jira Board setup

Question

Hello Everyone,

Within the JSM workflow, are we able to link different request types into individual Kanban Boards? We have different types of requests such as  Claims, Contract or Roster Management.

Are external users able to create ticket via email and automatically generate a ticket into JSM?

Joseph Chung Yin · Answer

@HeDu -

One key point to remember that Kanban board is primarily designed for Jira Software Applications for issue management.  For JSM, one should always use Queues to manage JSM issues and not via Scrum/Kanban boards.

However, if you want to still to use Kanban for your JSM projects for issue mgmt, then I agreed with what @Nikola Perisic suggested.

Yes for your second question - external customers can create issues either via email (if you have configured the setup) or via the Portal UI only.

Hope this also helps.

Best, Joseph Chung Yin

Nikola Perisic · Answer

Welcome @HeDu

You can create three separate boards that will have different filters. Each filter needs to contain a different request type. For example, one JQL could be:

project = <your project name> AND Request Type = "New request"

For second question: Yes - if your customers are using request type that has "Using email channel" label (you can see this within the request types). You also need to set your project that users who do not have the JSM license can access your portal (if this is something that you want).

No - when your customers will be using email to create tickets, they need to use the Using email channel, which can only be one.