Verifying that Jira Email Handler is not the way to submit a Jira Service Request

[Terry Middleton]

Is using the Jira Email Handler to create a Jira Service Request not an option unless every email user has a license?

We have a common inbox for all our IT emails.  If any user/customer wants help, they can send an email to our common inbox.

We setup a Jira Service Project and then setup a Jira Email Handler to reach into the common inbox and create requests.  It only works if I am the one sending the email to he common inbox, which makes sense because I created the Jira Service Project.

After reading through the documentation (not sure if it is up-to-date), it seems that using the Jira Email Handler requires that the person sending the email to have a Jira licenses even though it is a Jira Service Project.  Is this still true?

Or, we can have them send an email to the Jira email address created when setting up the Jira Service Project.  That actually works 100% of the time perfectly, but we have trained and have in our documentation our common inbox.  

So, we have a dilemma I am hoping someone has either solved or can without a doublet say "No, do not use a Jira Email Handler", or yes, but here is the best way to implement...without having every unique email (person) to have a Jira  license. 

In advance, thank you for  your insight.

Terry 

[Brant Schroeder · Accepted solution]

@Terry Middleton The Jira email handler is setup to process Jira server emails.  This does require a license, technically, and is not the way to go for your service management site.  

When you setup a service management site it has a unique email address that individuals can send requests to the service desk.  You can also setup your own email address if you want.   The service desk also has a portal.  Best practices would be to use the portal so individuals can submit request through it.  It allows you to attach a Confluence knowledgebase to answer questions and collect necessary information when the request is submitted.   Below is a link to documentation.

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

[Paul Krueger]

I don't think this is correct. As long as the email is coming from an address associated with a customer record (free - no license required) Jira will create an issue using the data in the email.

[Brant Schroeder]

@Paul Krueger he was asking about the Jira Server email handler which is different then the Jira Service Management email.  The email handler functions differently.  

[Paul Krueger]

Oh, gotcha. It wasn't clear by his request and you linked to the Cloud documentation.