Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Issue Creation using email

I am trying to create something similar to service desk so that my internal team can send emails and a ticket should be created automatically to JIRA assigning it to a user and adding appropriate details. Jira Confluence document is bit confusing. 


Any one who can guide me step wise is much appreciated. 

1 answer

0 votes

Hi Shaikh,

When it comes to internal users only, admins will have to add manually the users to the project on the People's page. To restrict the project to internal users, please go to Project settings > Customer permissions > Who can access the portal and send requests to XXXXX? > Customers my team adds to the project, this is to prevent that external customers have access to the request types.
For requests sent by email to be assigned to a specific agent, you must configure this on the request type:

Screenshot 2019-06-14_16-14-54.png


Screenshot 2019-06-14_16-15-12.png

Screenshot 2019-06-14_16-15-37.png

Screenshot 2019-06-14_16-15-53.png

Screenshot 2019-06-14_16-16-14.png

After setting this, when someone from the project creates a ticket through email, it will be automatically assigned to the agent you selected.

You mentioned about appropriated details, do you want it to be automatically added too? If so, please let us know what details are necessary.


Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Mindville Insight users, we need your help! (there might be swag involved)

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you!  ...

296 views 4 6
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you