Is there any way to prevent customer accounts from inviting new customer accounts?

[KS]

We have a need to still allow customers open access to create their own accounts via the portal site, however we've run across perhaps some unintended functionality via the "share" option within the portal view of our tickets.

The "Share With" feature allows customers to manually enter an email address and if it doesn’t match an existing customer, Jira will invite them as a new customer.  We would prefer that it doesn't do this, but the only apparent settings available to lock this down would effectively prevent the open access needed for customers to create their own accounts.

[Mikael Sandberg]

The share option is not linked to how customers can sign up. You can allow customers to sign up by themself, this is controlled from Settings > Products > Customer access

On the project level you can control how the customer can share the request, so you could limit it to only allow the customer to share it with the organization they belong to

[KS]

Thanks for your reply Mikael,

Yes, the issue is rather with the Customer Sharing options.  Specifically, "Sharing with an email address that doesn’t match an existing customer will invite them as a new customer."  We would like to prevent them from triggering an invite.

[Mikael Sandberg]

Yes, if you are allowing customers to share a request with any email addresses then you would also have to invite them to your instance so they can see the request. It's sort of a catch 22 moment...

[Mikael Sandberg]

You could control it a little bit by modifying your allowlist/blocklist for specific domains, but that would be sort of a never ending battle.

[Joseph Chung Yin]

@KS -

One thing you can try configure the Customer permissions via Project settings of each JSM project -

Here is a reference link on customer sharing - https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

In our env, we give the right to project admins/agents to control who can access the project(s) via the portal UI.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[KS]

Thanks for your reply Joseph,

We've referenced the customer sharing settings, but specifically have an issue with "Sharing with an email address that doesn’t match an existing customer will invite them as a new customer."

We would like to prevent them from triggering an invite.