JSM emailed requests - best practices

24h • JSM

We’re planning to set up a Jira Service Management (JSM) project to handle internal (business) requests in a standardized way. Today, these requests come through a shared mailbox ( Shared mailbox is Microsoft 365 outlook.), but as the team has grown it’s no longer sufficient for tracking ownership, prioritization, reporting, or SLAs.

Question: What’s the recommended/best-practice approach for setting up JSM for internal requests?

Set up email forward rule ? or add external email address ?

What are the prerequisites, if we need to add shared mailbox as " add external email" ??

Common pitfalls when moving from email to JSM

If you’ve done something similar, please help share your ideas.

Thanks in advance!!!

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