Can I use Jira for this purpose?

[bob_nielsen]

I am the admin for our Jira cloud service, but know very little about the capabilities outside of creating projects and assigning users. I have a user group who has asked me if they can use Jira to track bug requests. Here are some of the specifics.

1) Have Jira read an incoming email and create a ticket in a project with information from the body of the email.

2) Allow back-and-forth correspondence with the original requestor through the ticket so they don't need to use Outlook.

3) Move the ticket through phases (similar to the Kanban board setup)

4) Create reports for management based on the # of tickets received and completed by week/month.

My limited knowledge base is the following.

1) I'm not sure if Jira can read incoming emails and create a ticket with just the Jira app.

2) I believe that to have the back-and-forth correspondence, each person in the conversation would need to have a Jira license.

3) This I believe is the same as we use Kanboards for now.

4) I believe reports for this would be available.

In doing some research I think I may need Jira Service management to accomplish #2 and we don't have that currently.

Any advice would be much appreciated.

Bob

[Jehan Bhathena · Accepted solution]

HI @bob_nielsen ,

Jira Software can create a ticket from an incoming email. Once setup, you can chose to route mails from one folder as Issues in a certain project. Adding a comment in the ticket should trigger a notification to the Reporter, but note that the "Reporter" will take up a paid license, so in that sense Jira Service Management becomes a better choice, since the JSM Customer isn't a chargeable user.

Reference https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

[Britta Neugebauer _yasoon_]

Hi there @bob_nielsen ,

as for 1) + 2) incl. "back-and-forth correspondence" with Micrsoft Outlook you could work with a Jira integration like Microsoft 365 for Jira - Outlook Email, Teams, Calendar | Atlassian Marketplace

Check out the Outlook features in yasoon's documentation: Features in Outlook (yasoon.com)

The app is free for up to 10 users and works with Jira Software, in case you decide to stay with your plan. Please note, I work for yasoon, the company developing Microsoft 365 for Jira, therefore I tend to recommend the app. 

If you have any more questions or want to discuss your use case, you can set up a demo with our support team here: Meet Microsoft 365 for Jira (office365.com)

Best,
Britta