How do I… Enable email requests in Jira Service Management?

Note: To perform these actions, you need to have the appropriate permissions and access as an administrator in your Jira Service Management project.

Step 1: Log in to Jira Service Management

  • Open your web browser and navigate to your Jira Service Management instance.
  • Log in using your agent or administrator credentials.

Step 2: Access the Project

  • Once logged in, select the specific Jira Service Management project where you want to enable “Email Requests”.

Step 3: Navigate to the Email Requests settings

  • In your project, you should see a sidebar on the left. Click on the "Project settings", and then “Email Requests” from the new sidebar options.

Step 4: Turn on Email Requests

  • Click the blue “Turn on email support” button.

Step 5: Configure Default Email Account

  • Click the “Edit” button under the “Default email account” heading to modify the monitored email address.

Limitations

While the "Email Requests" feature in Jira Service Management offers numerous benefits, it is important to be aware of certain limitations associated with its implementation. These limitations include:

  • Creation and Monitoring of Atlassian Cloud Email Address: In order to utilize the Email Requests feature, you will need to create and monitor an email address (ending in @westernu.atlassian.net) provided by Atlassian Cloud. This email address will serve as the communication channel for incoming requests. Please note that this feature does not currently support integration with Microsoft Office 365 email accounts.
  • Sender Must Have an Existing Jira Account: To submit requests via email, the sender must have an existing Jira account within your Jira Service Management instance. Internal users must login to Jira at least once to have an account created. This ensures that the request is associated with a valid user and allows for proper tracking and communication.
  • Sender Cannot Send from an Email Alias: The Email Requests feature does not support sending requests from email aliases. The sender must use their primary WesternU email address (ending in @uwo.ca) associated with their Jira account to submit requests.

Please note that these limitations are in place to ensure security, data integrity, and proper user authentication within the Jira Service Management environment.

Published on  and maintained in Cascade.