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

Is it possible to use a "general" mail address for reading and writing internal comments in Jira

We have different "payed" accounts to handle all issues.

But we often need information from our engineers or purchasers that should not be seen by the customer. So we want to use internal comments for this.
But we have some engineers and some purchasers.
Both groups have a "group mail address" such as engineering@domein.com or similar.
A mail sent to this address can be read and answered by everyone within this group.

Is it possible to use such a mail address for this special group in Jira with a payed account for it to read and answer internal comments, too?

Thanks in advance for your help.

Kind regards,

Reinhard

1 answer

1 accepted

0 votes
Answer accepted

If you set up an account in your Jira with this address, then yes, you can use it like that.

Be warned though - you absolutely do not want to let anyone log in as that account, and anything that the account sends to Jira to be logged as a comment will be effectively anonymous - you will need to beat it into your engineers and purchasers to tell you who they are if they use this email to comment.

Thank you very much for your explanation!

These engineers only will be used for internal information, not to answer customers.
And we have 8 engineers in total and about 3 of them will answer the internal questions.
But with this solution we always receive information if one of the engineers is not available at the moment.
The other reason to do that is that we use the engineers for approximately 25% of the issues we handle.
So I think this will speed up the issue handling and it will also save costs.

If an engineer has to contact the customer directly I allways can add his own mail address.
External commends are always visible. Even for participients that do not have an official account.

Do you think this will work?

Kind regards,

Reinhard

Only if your engineers use it purely for email.  As I said, if they log in as the shared email account, then it will not work properly (and you will have audit problems on top of knowing who should be involved in a conversation)

Ok, Thank you for your clear answer.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

795 views 5 13
Read article

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