Jira Software Forms or Issue Collector for external users

[BenWade]

Hi everyone,

My goal is to understand if I can use Forms(yes, I have it in Jira Software) or issue collector to receive incident requests from customers in my company who do not have a Jira license. I am a part of the BI team. We have a limited number of Jira Premium licenses (max 30). So, my goal is to understand if I can configure forms/issue collector so that I can receive incident requests from users within my company who do not have a Jira license, and they should receive email notifications whenever I update the ticket. I want to embed this form into our SharePoint site. So basically, I want to create a solution to replace ServiceNow, which is currently used in my company.

My goal is to create a custom form and create a project that will store only incoming tickets (I will name this issue "Incident"), so when people fill out the form, an "Incident" issue will be created within the specified project. My team will review this incident, and if it is approved by PMO, the ticket will be updated, and the requester will receive an email about the status of his ticket.

I know that there are plugins (Jira Spoke) in the ServiceNow store that I can configure and make it work. But I am curious if there is an alternative way to tackle this issue.

[Trudy Claspill · Accepted solution]

Hello @BenWade 

The documentation for Issue Collectors would support letting unlicensed users submit information, but you would not be able to specify them as the Reporter of the issue. That would make it difficult for you to send them updates by email. If they aren't licensed users of the Jira instance then they can't be specified in the User Picker fields. You would have to have another way to record their email address in the issue, and then use Automation Rules to send them emails.

The better solution would be to use Jira Service Management. Then you can designate the submitters as Customers. Customers don't consume licenses, and do get added as the Reporter of the issue. You can send email updates to Customers. You would also need to designate some users as "agents" to interact with the Service Management project, and those users would be counted as licensed for the Service Management project.

The issues could be worked on directly through the Service Management project, or they could be cloned into a Software project if you want to minimized the licenses needed to interact with the Service Management product.

https://www.atlassian.com/software/jira/service-management