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Integrating Shared Mailboxes with Jira for Enhanced Collaboration

Sirio Sperandio
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March 27, 2024

Hi Community,

We're reaching out to tap into the collective wisdom here regarding an operational challenge we're facing related to shared mailboxes and Jira. Like many organizations, we heavily rely on shared mailboxes for team communications and collaboration. These mailboxes serve as central points for receiving external requests, issues, and information that need to be actioned by various team members.

Our Challenge: Each shared mailbox is managed by a group of users, and it's crucial for our operations that all members of this group have visibility into the tickets where the shared mailbox is involved. However, the shared mailbox itself is configured as a Jira user that no one directly accesses, as each member has a personal Jira account.

We're aware of the "Request Participants" feature in Jira, but it doesn't fully meet our needs for user visibility and ease of ticket management. We've been contemplating using organizations in Jira Service Management as a potential solution, but the challenge remains in dynamically synchronizing the organization members with the current users of the shared mailbox.

Our Inquiry: We’re interested in learning how other companies, especially those with a significant number of shared mailboxes, navigate this situation. Specifically:

  • How do you ensure that all relevant team members have visibility into tickets associated with their shared mailboxes?
  • Have you found a seamless way to integrate shared mailboxes with Jira that supports dynamic user groups?
  • If you use organizations or another method to link shared mailboxes with Jira users, how do you manage synchronization?

Why We’re Asking: Understanding your experiences and solutions could provide us with new perspectives or validation of our current direction. We believe this discussion could also benefit others in the community facing similar challenges.

Please share your strategies, insights, and any questions you might have. We’re all here to learn from each other, and your input would be invaluable to not only us but potentially many others in the Atlassian community.

Thank you for your time and willingness to share your expertise.

Looking forward to your responses!

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