Unable to have Public Portal and need to have forms that generates a ticket

[jesse.hogan]

Hi,

• Getting the forms to email JSM (and the connection not breaking)
• It doesn’t seem like the agents will be able to change the reporter or add request participants to the newly generated ticket since they don’t have Atlassian accounts. If I am missing some way of doing, this please let me know, but the field shows as no options after I type an email.
• Is it possible to map the information in an email form submission directly to the same form fields in JSM?

I appreciate any help or suggestions you can provide.

Thanks so much!

[Mikael Sandberg]

Customers do not have to have an Atlassian account in order to access JSM, they can be just portal-only customers. 

Correct, if the customer is not either a portal-only customer there is no way of changing the reporter, it would just be a generic account in that case, and as an agent you would not be able to contact the customer using the default customer notifications.

Yes, you could map information in the email to specific fields, you would have to use automation and smart values in order to extract the information and then set the field. 

[jesse.hogan]

From the documentation, it seems that only site admins or above have access to that. Is there any way to at a minimum have a public form in JSM that is not restricted to a portal that requires logins and doesn't have public access to a portal either? 

[Olha Yevdokymova_SaaSJet]

Hello, @jesse.hogan !
As I correctly understand your needs, you need to have public form that will generate you Jira issues.

For that purpose I can recommend you add-on developed by my team - Smart Jira Forms. With this add-on you can share the form via link on you website or any other open resource and choose the project where the issue will be created after form submission.

You can choose to create new issue after submission or you can add  forms to the issue for internal submission. Also you can share form as embed element (for example on your Confluence page). This form support all field types, including attachment fields.

You can view your responses in the ticket or you can export it to the sheets, which is making email collection very easy. Smart Jira Forms also supports conditional logic, so you can create a long form that will adjust to the user responses.

Hope this will help you. Let me know if you need further assistance!

[jesse.hogan]

Hi, I am unable to use an add-on since it would require licensing across the org and not our JSM project. Do you have any other options by chance?

[Olha Yevdokymova_SaaSJet]

I understand your frustration with Jira's licensing rules, which can be strict and seem unfair since they are based on Jira instance users. However, typically, the add-on is utilized by a specific segment of a team. In such a scenario, I would suggest scheduling a call with our customer success manager or apply to our customer support portal. This would allow you to explore various pricing options for JSM team and gain a deeper understanding of Smart Jira Forms functionality.

Our commitment is always towards our customers, and I believe that during this call, we can work together to find a solution that best fits your needs!