Jira Service Management

[Amelia Putri]

Hi community, I have a question about Jira Service Management.
Is it possible for external users (outside the organization or not Jira users) to submit requests (e.g., tickets or issue reports) through Jira Service Management?
If yes, how can this be configured?

[Murat Seven · Accepted solution]

Hi @Amelia Putri and welcome to the Atlassian Community!

Yes, it is possible for external users (those outside your organization or who are not Jira users) to submit requests through Jira Service Management. This can be configured in a couple of ways:

Configuring External Access

1. Open Access: You can set your Jira Service Management project to allow anyone to submit requests. This means that people with accounts on your Jira site are automatically added to the Customers list and can raise requests.

   1. how-to-manage-access-to-your-jira-service-management

2. Email Requests: You can configure your service project to receive requests from an email address, allowing external users to submit requests via email.

   1. receive-requests-from-an-email-address

• Project Settings: Go to Project settings > Customer permissions to choose who can raise requests in your Jira Service Management Cloud and who your customers can share requests with.

  • how-to-manage-access-to-your-jira-service-management

These configurations allow you to manage how external users interact with your Jira Service Management project, ensuring that they can submit requests without needing to be internal users or have Jira accounts.

If the answer helps, please accept the answer.

Best regards,

Murat Seven

[Piyush Annadate _ACE Pune_]

Hi @Amelia Putri ,
Welcome to the Community !
You can definitely allow people outside your organization (or non-Jira users) to raise requests in Jira Service Management — and there’s no need to give them a Jira license.

Few items that you can perform:

1. Let anyone submit a request through the portal
You can configure the project so that anyone can raise a request. Once they do, Jira automatically adds them to your customer list — no need for them to have an account upfront.  [Project settings → Customer permissions]
From there, you can decide who can submit requests and whether customers can share requests with others.
2. You can rely on email as well- raise requests just by sending an email. JSM picks it up and logs it as a ticket in your project — super handy for external folks who don’t want to use the portal.

Few time I use this article as a handy info https://deviniti.com/blog/customer-it-service/ultimate-guide-to-jira-request-management/