Jira Service desk > can it accept incidents over email from customers

Hi,

Coming from OTRS background, i find it bit difficult to understand how incident flow works here.

With out creating so many user accounts ( for each email that comes in), is there a way to just accept the email and consider the email sender as "reporter"

Hence, Agent updates on the incident by reply @ Jira console - if it can reach the external email of that reporter ( in this case one of the customer's engineer probably)

Regards,Kris.

1 answer

Hi Lead,

I would suggest you to read:

https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

It will help you in providing an email handler for this.

You may need aditional developments if by some reason you have very specifics requirements, and they may not be covered all by this feature.

Regards,

Thanks Filipe for the link.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira

Meet the AUG leaders of Northern Virginia

@Rachel Wright (Jira Genie), @Billy Poggi (AUG NOVA, DC), and @Dana Jansen (Confluence Queen) are just some of the folks that lead one of the world's most active Atlassian User Group (AUG)....

118 views 4 9
Read article

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