Easy way for submit change request

[Tim Zoch]

I'm looking for a simple way in which different parts of the organisation can submit change requests or tickets to my technical team (that uses Jira) without the request holder needing a Jira subscription and having access to the projects.  At the moment requests come via email or phonecall and are then manually added to Jira by the Technical team administrator who then allocates the task to his appropriate team members.  Would the Forms functionality work (perhaps with a link based on a shared drive for organisational members to access) or is there an appropriate add-on?  Or do we need to upgrade (currently using the free cloudbased Jira subscription)? I'm aware that when the request come in we could then automate some of the manual allocation work. Thank you

[Odd_lynice]

Hi Tim,

Welcome to the Atlassian Community.

- Would the Forms functionality work - Based on your use case (which you wanted not to give requestors login to Jira) then forms will not work in this instance. Forms will only work if the user has Jira access.

Since you mentioned that your team is getting this request from your "end users" either by phone or email I would recommend that you consider Jira Service Management as your intake form.

Using JSM you can Receive requests from an email address so that when your end user sends out an email to your "support email" it automatically creates a JSm ticket.

Your team can still take in phone call and when this happens they can still manually create tickets in JSm on behalf of your customer. You can even add a plugin to add call functionality in JSM - Chat, SMS, Voice and Video for Jira Service Management and 8x8 ContactNow for Jira Service Desk 

Once the ticket is created in JSM you can utilize Automation in Jira Service Management to move tickets from JSM and "transfer" it to Jira Software so that your team can action it.

You don't need to switch to a different plan in your current Jira - if the free plan is enough for your team you can keep it, but I I suggest you consider Jira Service Management as your intake form as this more suited to cover your use case and needs.

JSM can also be used for free for 3 agents.

If you are like me who loves to see how things work before I can wrap my head around it - I suggest and even encourage you to join the demo that is being offered for JSM weekly.

Sign up for next week's JSM demo 

All the best!

Theodore

[Tim Zoch]

Thank you Theodore for the comprehensive reply. JSM looks like a great solution. One question: the JSM free version allows up to 3 agents, but the current Jira plan we are using allows up to 10 users (this works fine for us at the moment given the number of technical team members we have using Jira). If i automate all requests from JSM to Jira as you suggest so all requests land within a central point within Jira, i believe i can then automate each request again within Jira so it ends up with one of the technical team members to action. If i set up a "double automation" in this way, will it affect my 10 user limit in the current Jira application?

Thanks again for your help.

[Odd_lynice]

It should not affect your user tier count - but rather what you need to pay attention to is the automation count.

Please see this page for more details about automation count - How is my usage calculated?  and View your automation usage 

Theodore