Allow anyone to send to jira service desk

We would like to move from Spiceworks Helpdesk to JIRA Service Desk, but require the need for users to send from any email address when they create a ticket.  I don't want to manually create customer accounts, and because the service desk portal is not available via the internet, they cannot click the link that is sent to their email address from outside the corporate network. Sometimes user's forget their password to their corporate email and cannot login to web mail.  In these cases, they send an email to our helpdesk from their personal email account.  I would like to make sure they can still do this.  It does not look like this ability is built into JSD.  So I am looking for a creative work around.  Currently, I am testing having a rule on our mail server that says, "if it comes from outside the company, auto forward it and send from"  Then just adding as a customer.  Any other ideas?

2 answers

This widget could not be displayed.
Jack Brickey Community Champion Nov 30, 2016

Rich, did you look at enabling "Anyone can email the service desk or raise a request in the portal" under project > Project Settings? Note that this creates a unique customer since it is based upon a different email. That is if sends in a request from then two users will exist.

This widget could not be displayed.

I don't see that as an option:


Jack Brickey Community Champion Nov 30, 2016

So you are on the server vs. cloud which I am on. A quick search of the documentation yielded the following - I would check there for solution.

cloud settings are as follows:

image2016-11-30 12:12:43.png

Right, this does not work.  The service desk UI is not available outside the corporate network/VPN, so users who cant remember their password would never be able to sign up for an account, and thus would not be able to create a ticket.  

Still looking for a clever work around...

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

85 views 0 1
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you