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Can distribution list email address be given access to JSM portal to raise requests?

Ravi_mi1x8l

My client has a distribution list email address, which they want to grant access to raise jira tickets, instead of individual person doing the same. They want to do this to track the requests centrally and reply via the same email instead of individuals doing from their email addresses!

Accepted answers

Walter Buggenhout

Hi @Ravi and welcome to the Community!

As long as an email address is a valid address, it is technically possible to use it to identify a user account. Whether this is a good idea is a totally different discussion.

As you may also read in this related thread, JSM has no way to identify whether an email address belongs to an individual or a group and does not control what people do from their mail boxes. As soon as people start to interact with emails from their own mailbox instead of being logged into a shared account (which is most likely not even the case here) replying to emails will create new tickets in the portal rather than keeping the communication thread on the original ticket. As it is mentioned in the linked thread, this will most likely very soon become an uncontrollable mess.

It might be smarter to use organizations to group people from the same client and streamline communications and shared access to relevant tickets instead.

Hope this helps!

All comments

Walter Buggenhout

Hi @Ravi and welcome to the Community!

As long as an email address is a valid address, it is technically possible to use it to identify a user account. Whether this is a good idea is a totally different discussion.

It might be smarter to use organizations to group people from the same client and streamline communications and shared access to relevant tickets instead.

Hope this helps!

Rudy Holtkamp

Hi @Ravi and welcome to the community,

If you want to use a single email address (being the distribution list email) every individual should have password of that account to be able to login. It would be a nightmare if several users create tickets simultaneously , because it will be very hard for these users to identify updates of the tickets they created/following.

A better (best-practice) way would be to add all user email individually and add them to an organization, so they can keep up with ticket from others if they want to.

See this documentation

Regards,

Rudy

Marc -Devoteam-

Hi @Ravi

Welcome to the community.

Yes, this can be done, but if users want to access the portal, then they need to login with this account

If they are also a customer with their own account, and login, they can't see the tickets, as they are not the reporter.

Better solution is to create an automation rule and add the DL email address as a request participant, then on any changes of the ticket an email will be sent to the request participants values, so the DL address will be emailed so all members will be informed

Note:

"The Assignee field only allows the entry of a single licensed Jira user. While that user might be connected to a Service Account which uses a distribution email address, only a single user can be entered."

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