Can Customers auto log issues in our Jira Server?

[Sue Bridges]

If a Customer emails a specific email address for our support desk, can Jira automatically create a new issue and allocate them a reference?  Jira would then email them back with standard holding text and the reference in the subject line.

Can I set this up in our Jira Server 9.4.0?

Thanks in advance.

[Vamsi Kandala]

Hi @Sue Bridges

You will have to configure 'Email requests' in your project settings by providing the email address to which the customer can send and create a new issue.

Note that, this is applicable for Service Desk projects only and you will have to select the 'Request type' when setting up the configuration above.  This 'Request type' should have few fields only (including 'Summary' and 'Description') and none of the other fields should be mandatory.

Because, Jira takes the email subject as the 'Summary' and the email body as the 'Description' while creating the issue.  We cannot map other fields.  The person sending the email will be mapped as the 'Reporter'.  

Then go to 'Customer permissions' in your project settings and select the options accordingly.

Note that, depending on how you have configured your User Directory, only the customers who are already users in your Jira environment can submit requests this way as Jira compares the email address of the customer and tries to match with its user directory.  If there is no match, it will not process this request.

In the automation rules, you can use the 'Issue created' trigger to check for these requests and send an auto-response email with the appropriate reference in the subject and/ or body.

Along with the above, you should configure the incoming mail server and should be working.

Hope this helps.

Thanks,
Vamsi