Prerequisites

Before starting make sure that the following prerequisites are installed, configured and working:

• Jira Service Management application is installed and licensed.
• A project has been created for your Service Desk.
• Incoming email requests have been configured. 
• Outgoing email notifications are enabled and working.

The following Atlassian support documentation should help you get these prerequisites set up, if you do not have them already configured:

• Installing Jira Service Management
• Setting up your service desk
• Receiving requests by email
• Troubleshoot email notifications in Jira Service Management

Character set encoding

If you are working with non-Latin1 character sets (for example, Cyrillic, Czech, Hungarian, etc.) see Character set encoding.