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Opening tickets via mail

Hi,

For one of the projects we have opened, because of its nature and specifics, we would like to offer the possibility of “unregistered” customers (without access to Jira) that can send their tickets via e-mail. More specifically we need:

  • Senders’ mail not to be filtered or restricted by any rule for mail addresses,
  • No new account(s) to be opened by any message,
  • Any message sent via mail to be automatically assigned as some particular request type, pre-defined by us,
  • This way opened tickets to be shared automatically with other client team members,
  • Further communication between our agents and the clients/customers, such as comments, change of statuses, etc, to continue from our agents using JIRA to the client/customer's e-mail.

Thanks,

2 answers

2 accepted

0 votes
Answer accepted
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 16, 2023

Hi @Jira Adminski ,

This can be done by default project settings available. Go to your JSM project settings --> Email request. Add an email address. 
More details in https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html 

Also Change project settings --> customer permissions to allow access to customers. 

"This way opened tickets to be shared automatically with other client team members"
--> For this requirement, make use of Automation in the project

0 votes
Answer accepted
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 16, 2023

Hi @John Funk ,
We have tested this function and we found a security breach in that process.

If a customer without account submit a ticket on the login free portal, an account is created for him.

We haven't found a way to delete this account and we can't assign it to an organization.

And this customer can go the login page and ask for resetting his password.

If he do so, his account will be created and activated without any action from us.

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