anyone on the internet must be able to add comment to our service project

[Sindhu D M]

Hi,

i have one project for which we have set up mail handler, but when ticket is created only if the user is having application access then the mail to the our mail handler is recorded as comment, otherwise it not recorded as comment, how to set such permission where any random user over the globe must be able to comment with out being the user of JSM

[Walter Buggenhout]

Hi @Sindhu D M ,

The link @Benjamin shared describes how to set up an email channel for your JSM project. As soon as that is available, that mail address will be parsed automatically by JSM and incoming mails will be parsed.

However, when someone sends a random email to that address, a new ticket will be created with the email subject as the title and the email body as the description of your ticket. Jira will send out a confirmation message with a ticket reference to the user who sent the original mail. And is only when a user replies to such a Jira mail message that additional messages will be added as comments to the ticket that was created earlier.

I hope that clarifies!

[Benjamin]

Hi @Sindhu D M ,

JSM does not require using mail handler. Mail handler is more for Jira Software side.

Here's the documentation on setting up e-mail for JSM:

https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html

This should point you the right direction.

-Ben

[Sindhu D M]

Hi Benjamin,

but we already set up mail handler, we need it to perform some other automation ,the need is any email sent by anyone to our mail handler must be recorded as a comment

[Benjamin]

They must be a user of the system. Otherwise, they need to be set as anonymous user to use the mail handler without being a Jira user.

https://confluence.atlassian.com/adminjiraserver070/creating-issues-and-comments-from-email-749383405.html

Check handy tips with mail handlers.