What's your preferred way of work? Especially for work or Atlassian Jira, when you inherit it all from prior colleagues. :) You like to set up everything anew and customize from there, or you rather organise, cleanup and optimise the inherited "mess"? :)

Anyone else struggling with clean descriptions, and having line breaks, when automating the tickets.

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.

I have observed that many implement the wrong type or style once you deal with structure at large. Whilst rbac is good, I started to lean into abac (pbac) more and want to get better at it. So, conditional access and structure already comes from Entra level or Microsoft side, predefined with attributes and org.policies. Anyone can share how they are integrating this with Jira? Ie. I'd love to continue that an HR ticket from Hibob or similar creates a ticket and with the ticket automation kicks in with MS and populates a new user, etc. I've seen this style or project a few times and wasn't able to study in details. So, what do you/your org prefers? RBAC? Or ABAC? Or Policy based access? Are you familiar with such integration and automation?