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I am looking for documentation on how to set up messaging and email processing in service management.
Also documentation on how best to onboard internal customers into service management from azure AD
Hi @James Ashley and welcome to the Community!
There is a lot of documentation available on setting up email processing in JSM. On the incoming end, you'll find a ton of resources from this overview page in JSM documentation.
Obviously, there is also processing of outgoing notifications to customers. You can read up on that topic from this overview page on setting up notifications for customers and your team.
JSM also integrates with messaging tools like Slack and Teams. And yes, there is another overview page for that as well.
Finally, if you want to onboard users from AD, that would require you to set up an integration through Atlassian Access. Once that is done, you can grant them access as customers to your portal like any other Atlassian users. Check out these articles to learn more:
Hope this helps!
If you have a user group that has all your internal users (that you want to add as customers), you should be able to associate that group with the Service Desk Customers role in your project.
In addition, make sure the service project access setting of your project is set to Customers added to this service project ...
Check out this support article for more details on portal access configuration in different scenarios.