How can I investing how an external email is able to open a ticket?

[Roy Maalouf]

We received a ticket from an external gmail account that is not invited even as a customer to our project, how this is possible?

[Yogesh Mude]

@Roy Maalouf  Welcome to the community!

If the Channel access is open and the Create issue permission is permmitted to customer portal access, then the external customers can send an email and that can be converted to the jira work item.

For more details about the Customers, please take a look at https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-desk-customers-and-organizations/

[Roy Maalouf]

but when I tried with my Gmail it did not work

[Marc - Devoteam]

Hi @Roy Maalouf 

Welcome to the community.

Check the customer permissions on the JSM project, and check the option set on channel access.

Also check te documentation around customer permissions; change-project-customer-permissions 

[Roy Maalouf]

the gmail account is not there in the people who have access under customers, neither the gmail as domain is allowed to open a ticket, how this is possible?

[Marc - Devoteam]

No, what is the setting set to?

Is this set to "anyone on the web" or else?

[Roy Maalouf]

@Marc can you please tell me step by step what information do you want, or can we have a Teams call to investigate more the issue?

[Marc - Devoteam]

Hi @Roy Maalouf 

I don't do team call, as this is a voluntary action for me or others, the community forum is an open public forum, not official Atlassian Support!

I guess your project customer permission setting "Channel Access" is set to open?

Then in the Jira Administration, Product section, how are the settings set?

If set like this;

Anyone on the web is able to create a request.

[Roy Maalouf]

Hi @Marc - Devoteam ,

Kindly find attached the requested pictures

[Marc - Devoteam]

Hi @Roy Maalouf 

Check the Customer section on the project is the email address listed there and check the Atlassian Administration (User Management) if there is an account with this email address and check the access.

[Roy Maalouf]

@Marc - Devoteam , the account does not exist in both locations.

[Marc - Devoteam]

Hi @Roy Maalouf 

Has no one made changes to the settings recently and or added or removed this user?

Did this occur recently?

Or is there an google email account connected via the email option in the project setting under channels and self service?

Or check for Portal Only Customers; https://support.atlassian.com/user-management/docs/delete-portal-only-customers/ 

[Roy Maalouf]

@Marc - Devoteam , this occurred on 9/6/2025 when the Gmail was able to send a ticket to Jira, there is no google email account via the email option. Another question should I change Open to restricted regarding the customer access?

[Marc - Devoteam]

HI @Roy Maalouf 

You could, but someone probably has removed the gmail account from customers.

You cloud leave it at open, but then limit the access, based that an account needs to be created or only limited domains can create request.

Setting the access to restricted would, in my mind" only be sensible when you have full control of your customers.

So lets say it''s an internal JSM portal, where you can grant all you colleagues (better if they are in a group) the customer role.