Do users who email issues need to be users in JIRA?

[Dan Vanaskie]

Can anyone send an email to our helpdesk?

Do they need to be setup as users within JIRA?

Thanks,

Dan

[Jobin Kuruvilla [Adaptavist] · Accepted solution]

Anyone can send it. You can also configure whether new users, when they send mail, should be created as a user or not. But if you do that they will be counted against licence.

If they are not created as users, their details won't be captured and you will not be able to notify them back. That is very essential for a helpdesk I guess!

[Dan Vanaskie]

Thanks, Make sure I understand, if they are not setup as users the system will not automatically email them back with the issue information. Users will count against the license, so if we have a 10 user license only those 10 users will receive an automtic email reply. Others will be able to email and create issues, we will have to manually email them back.

[Jobin Kuruvilla [Adaptavist]]

I don't think their mail will be captured. See this https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email#CreatingIssuesandCommentsfromEmail-Handytipswithmailhandlers

[Damian Wheeler (Otago)]

You can allow non-user emails to be captured if you set the adminsitrative user to be a proxy for them. You will lose the header information though. If you send the email from a web page form you could add fields for contact information to the body of the email but someone sending email from their client will risk losing that information if they don't have a detailed signature.

Have a look through the marketplace plugins as well. There may be something that will add to the email listener functionality.

[Dave]

Just a note that the plugins are unavailable for OnDemand instances.