Automation reports that valid emails are in valid

[Jie Flowers]

Created an automation in JSM when an issue is created from the open portal, check if the email is in the 'Customers' list. If not, add the email to the customers list. 

When a new valid email is entered, the automation throws an error that the email is invalid. Yet, a confirmation email for the created issues was received from JSM at the same email address.

Any thoughts as to how to capture new customer emails automatically when they create an issue. Having to invite and approve each customer isnt going to work at scale.

[Joseph Chung Yin]

@Jie Flowers -

Welcome to the community. I believe you should see what is the setup against your site's "customer access" under the JIRA SERVICE MANAGMENT section where you control if customers can create account by themselves or not.  If you allowed them to do so, then you don't need to invite and approve access.

I would recommend that you also review the following links for access control

- https://support.atlassian.com/user-management/docs/control-how-users-get-access-to-products/

- https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

- https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

Hope this helps and gives you some ideas.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.