How to Create New Service Desk Issues from non-JIRA-Software Users via Email

Question

Hello,

I would like to configure our JIRA Service Desk project to create new issues via email from non-JIRA-Software users. The problem I'm encountering is that our Mail Handler (System->Incoming Mail) ignores emails from addresses that do not match an existing user. I would like JIRA/JIRA Service Desk to treat these users as Service Desk Customers and not JIRA users which count towards our license as Active Users. The only alternative I've found is opening these new issues using a Default Reporter. However, when using the Default Reporter option the actual reporters do not receive notifications.

Please let me know if you need clarification or more information.

Thank you,

-Matt Ray

Jack Brickey · Answer

You are most welcome. If your question is now resolved be sure to click the checkmark above to accept solution as it helps others when they have a similar question. If you have further issues just let me know.

matthew ray_7rexyx · Answer

@Jack Brickey - Thank you for the quick response. Your link is very helpful.

Jack Brickey · Answer

Service desk uses a different email handler from JSW. You need to set this up for each JSD project. project > Project settings > email request.

see this article.

p.s. i edited your original post and removed your SEN# as this is a public forum.