Pain Points for using Jira for multiple support intakes from internal and external audiences?

[Grace Kim]

Issue: Our team supports the LMS. We have internal and external users that put in help tickets from multiple sources (two email inboxes, company level help desk, external vendor). We would like one point of intake so that all requests show up on our Jira board. Because we have internal and external audiences, we cannot use a Jira intake form. We created an MS Form, used Power Automate to connect to Smartsheet, and then enabled the Smartsheet to Jira connector. However when we do this, the Reporter field is automatically assigned to the person who created the Smartsheet connector.

Questions:

1. Has anyone successfully imported the reporter from Smartsheet to Jira?
2. How do you handle external user requests?
3. Does the reporter field have to be a Jira user? Our organization does not all have Jira and I found we cannot change the reporter field to anyone with our organization email, or to an external user - they must already be in Jira.
4. Is there a way to use Jira to communicate with users if we need more information if they are external or not a Jira customer?
5. Could we create an alias in our email inboxes to email to the Jira intake address and would that populate the Reporter field with the requester?

[Tom Lister · Accepted solution]

Hi @Grace Kim 

The features you describe match the functionality of Jira Service Management

Internal jira users plus external non-jira customer users

ability to communicate with external users

Is getting a JSM license an option for you?

[Grace Kim]

Unsure if we will utilize JSM at this time. Was hoping we could resolve it without it, but the capabilities are good to know!