JIRA - create issues and comments directly from email

[Eric Auensen]

We are using JIRA v7.3.4. I understand that JIRA Service Desk allows users to create issues and update existing issues from an email. We'd like to be able to do this without purchasing Service Desk and work within our existing JIRA environment.

We'd like to be able to do the following:

1. Any User (whether they have a JIRA account or not) sends an email to a defined email address and a JIRA ticket is created.
2. When the issue is created via email, the User receives an email notification back with the JIRA ticket number.
3. The User can reply to the notification to update the issue and that information is added to the JIRA ticket.
4. The User receives email updates when the Assignee makes a comment.

I found this document "Creating issues and comments from email" which sounds like the above will happen. However it says, "JIRA can receive emails from licensed users to create issues or add comments and attachments to existing issues automatically."

Does this mean only a licensed JIRA User can email generate and comment on issues?

Thanks!

[Edwin Kyalangalilwa · Accepted solution]

Hi Eric,

There is an option on the same page to either create a new user based on the user requesting or to set a default reporter for all issues created from email.

When a new user is created, they will take up a license.

Select this checkbox if you want JIRA to create new user accounts from any received email messages whose From: field contains an address that does not match one associated with an existing JIRA user account. 

[Eric Auensen]

Hi Edwin,

Thank you for the reply. If we were to choose the default reporter option, will the user still be able to update and receive notifications via email?

Thanks!

[Edwin Kyalangalilwa]

They will not receive notifications. Maybe you can look into service desk and using customers instead. Which also has the create from email functionality.

[Eric Auensen]

Thanks for the info!

[IT Admin]

Hi Eric

I want to do the same as you want

can you tell me please if you did that?