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!!!

Has anyone seen this yet in JSM request form editor??? I couldn't find any information related to this.

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