Automatic reply to non registered users?

[Niclas Moberg]

Hi!

I've set up our JSM with restricted access. Most of our issues are emailed to us, with the customer being registered.

But I'm having a lot of trouble with customers that aren't registered. They don't seem to get an automatic reply saying they aren't granted access, and we don't get any notifications that someone tried to email us.

I tried googling and asking gpt without any success. All I got was to set up an automation rule, but I can't find out what trigger to use.

Does anyone know how to solve this? Is it even possible?

[Natalya Ozhigova]

Hi @Niclas Moberg 

As I see, it has not implemented yet. Atlassian has a ticket with suggestion to implement this: 

https://jira.atlassian.com/browse/JSDCLOUD-2517

(https://jira.atlassian.com/browse/JSDCLOUD-4140)

You can allow to create a portal-only accounts for all users or if you won't like to allow this, you can use a plugins from Atlassian Marketplace. Some plugins allow to send a response to customer if the ticket isn't created.

Best regards

Natalya

[Sravan Indukur]

Hi @Niclas Moberg ,

Greetings of the day.

You can achieve this in two ways:

1. Using Automation (Allows for customization of notifications)
2. Using Email Notification Scheme (A built-in Jira feature, with no customization—notifications will follow the standard Jira format).

For Automation:

• Trigger: Issue created
• Condition:
  • JQL Condition: "request type" = "Emailed request (Project Key)"
  • Or Field Condition:
    Field = Request Type
    Condition = Equal
    Value = "Email Request"

For Notification Schemes:

• Navigate to Project Settings > Notifications
• Click on Actions > Edit Notifications
• Under "An Issue is Created," add the roles, groups, or individual users as per your requirements.
• Refer the below link : https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/

Regards,

@Sravan Indukur 

[Niclas Moberg]

Hi @Sravan Indukur 

Thank you for your response!

However, this doesn't solve my issue.

The problem is that some senders aren't registered as customers. Since Channel access is set to Restricted access, these emails won't create an issue to start with.

We want to keep it that way to be able to control who is granted access and not. But there has to be some way to notify the sender that they aren't granted access.

As it is now, nothing happens at all. The customer does not receive confirmation that the issue has been created, because the issue has not been created. But they also don't get a message that it hasn't been created because they don't have permission.