Allow everyone to create mail requests

[Daniel Niccoli]

I'm new to Service Desk and Jira.

I have a mail address support@daniel.example and want to allow my clients to create servicerequests by mail.

I created a project for each client. Each project has only 2-3 customers/users who need to approve requests and have insight in the request history of their employees.

Communication with the employees will happen via mail, but if an employee prefers to use the web client, he gets a service desk customer account.

My problem currently is this:

1. How do I allow everyone from @client-A.example to send mails for which a service request is created in their project?
2. Mails from unknown sources should still create a ticket in a separate project so that I don't loose any information.

So far the only thing I got working was that only clients with a service desk account can create service requests via mail. But since I don't manage the client's mail accounts, I can't keep track of that -- and I don't even want to if I could.

[Jack Brickey · Accepted solution]

@Daniel Niccoli, you simply need to add each client email as a "Customer" for their associated project and enable email creation. This article might assist.

You can enable "Anyone can send a request via the portal or 'email address' in project > project settings > customer permissions

[Daniel Niccoli]

Hi Jack, that's exactly what I don't want to do. I can't manage every single employee as a user account in jira.

[Jack Brickey]

I may not be following so let me step back.

Basically, in JSD there are Agents and Customers. Agents are those that are assigned and work issues to resolution. Customers are those that create the issues. As an admin you can add agents into a service desk role w/ certain permissions. Customers can be added automatically as they create their first issue via an email. All customers that open an issue ultimately end up in JSD as a Customer. The one requirement being that they need to know the email to send to.

Can you explain what you mean by "I can't manage every single employee..." as it relates to my explanation above?

[Daniel Niccoli]

Hi Jack. Sorry, I missed the second part of your answer.

You can enable "Anyone can send a request via the portal or 'email address' in project > project settings > customer permissions. [...] All customers that open an issue ultimately end up in JSD as a Customer.

I can live with that solution, but I don't want to allow people to creat accounts via the web site. I know that ultimatively it's almost the same thing, but still. Is there a way to disallow registration on the website, but have JSD create accounts for people sending to the support mail address handled by JSD?

[Jack Brickey]

I don't know of a way to prevent them from creating the first issue via the portal. That is, if they have the URL they will be asked to login and and create a password. This then creates their account.

[Maro Hamamjyan]

As far as I know only agents (users that have SD license) can create tickets from mail