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This tutorial explains the steps you need to follow in order to set up a typical email help desk using Email This Issue without JIRA Service DeskManagement.

Use Case

The below tutorial covers the following use case:

  • external customer reports a ticket via email, a new issue is created from email
  • service desk management user requests more information form the customer by commenting the issue, customer is notified
  • customer replies to the email, the issue is commented, old content from the email is stripped out
  • service desk management user resolves and closes the issue, customer is notified.