Jira is infinitely configurable. A lot of teams use that as an excuse to introduce heavyweight processes and lots of cognitive overhead. The result is that end users often find it some combination of confusing, frustrating, and exhausting.

Your challenge when configuring Jira and designing a process to use with it is to create the simplest workflow with the fewest restrictions and requirements and roadblocks that still works for everyone.

Treat it as a communication tool rather than an enforcement tool. For your infrequent users, make someone else responsible for the nitpicky bits of process (probably a project manager) such as setting ticket priorities and classification fields like “component”. The infrequent users should be responsible only for things like creating new tickets with adequate descriptions and for updating them when things change to indicate what changed.

Confluence is unnavigable in my opinion. The opposite of what a wiki should be. We ended up migrating our docs elsewhere.