How to create mailed request from new customer of existing organization

[Marek Soukup]

Hello,

I'm a little bit confused about combination of settings in Jira Service Management Cloud for allowing to create new request from mail.

I would like to allow creating new requests from emails sent by anyone using a specific domain.

Actual configuration is as follows:

• space is restricted
• organization is created and domains are set
• organization is added to space as a customer
• the check box "allow portal-only account creation for customers with specific email domains" in customer access is checked

I'm not sure how to configure Email requests from JSM app settings. I chose the first option: Agents can always create new accounts. Existing customers can create new accounts based on customer access and space level customer permissions settings.

If I send email from existing customer (mail) everything is ok. If I send email from new email it is refused.

Thanks for helping me understand the connection between customer permission, customer access and email requests settings.

Regards,

Marek Soukup 

[Marc -Devoteam-]

Hi @Marek Soukup 

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

Note: If customers have to be manually added to your service space, make sure your team creates new accounts for them or their requests won't be processed.

[Marek Soukup]

Hi,

thank you for your advice. I've already seen this page, but the "Allow customers to create accounts" option works only on "open" spaces.

It is possible to combine "restricted" space and creating of account based on email? If we will change space to "open" it is possible to allow only selected domains? It is the "Only allow account creation for customers with specific email domains" option on the same page?

Thank you.

ms

[Marc -Devoteam-]

Hi @Marek Soukup 

No this is not possible.

Yes, you can specify domains, see the global customer permissions.

Set the customer permissions on the project to restricted and in the global customer permissions check the box in External section that users can create accounts, then also check the domain checkbox and specify the domains.